🐕 Gladly Customer Support Conversations

Generated on 2025-09-22 12:11:52

📊 Overview

1079
Conversations
5345
Total Messages

💬 Conversation: vhGOxHmTRtmKJg1Ik0lpYQ

Messages 3
Customers 1
Duration 2025-09-16 00:00:00 UTC to 2025-09-16 02:00:58 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (U6348-Q7...) | 2025-09-16 00:00:00 UTC | halocollar.com
the dog collar is not where it says it is
System/AI | 2025-09-16 00:00:48 UTC | halocollar.com
Hi there! If your Halo Collar isn't showing the correct location, it might need a GPS initialization. Please take it outside to an open area, away from buildings and trees, to get a clear view of the sky. Hold it still until the GPS light blinks green (for Halo 4) or blue (for older models). Make sure the collar is charged and connected to Wi-Fi or cellular for the best performance. If the issue continues, check the Halo app for any notifications or troubleshooting steps. Let me know if you need more help!
STATUS CHANGE | Unknown | 2025-09-16 02:00:58 UTC | Status: CLOSED

💬 Conversation: cksmMJtUSq-Bi-kQW2xWRg

Messages 1
Customers 1
Duration 2025-09-16 00:00:04 UTC to 2025-09-16 00:00:04 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:00:04 UTC | Status: CLOSED

💬 Conversation: XYYjBCtuQoadsITX9k_P9w

Messages 1
Customers 1
Duration 2025-09-16 00:00:04 UTC to 2025-09-16 00:00:04 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:00:04 UTC | Status: CLOSED

💬 Conversation: AK8I4zHATiiya4lPQFjBBA

Messages 4
Customers 1
Duration 2025-09-16 00:00:55 UTC to 2025-09-16 12:24:52 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 12:24:51 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Christina Tucker Email: creneetucker@gmail.com Phone Number: Collar SN: 24h4493863rt, 25h4161308rt Collar FW: Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx demanding to return the collars due to critical issues reported. Cx complaining that we're sending WRs and demanding to return the collars & get a refund. Return window closed. Email cx "Return Policy" and that they are beyond the 90 day return window. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 12:24:52 UTC | Status: CLOSED

💬 Conversation: RZ6efshYQEu_qnL9Q_UTqA

Messages 16
Customers 1
Duration 2025-09-16 00:01:41 UTC to 2025-09-16 14:51:50 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 5, CONVERSATION_STATUS_CHANGE: 5, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2
Customer (HonJi9T5...) | 2025-09-16 00:01:41 UTC | halocollar.com
Answer the phone
System/AI | 2025-09-16 00:01:58 UTC | halocollar.com
Hi Amanda! I'm here to assist you with any questions or issues related to Halo Collar products. If you need information or support, feel free to ask right here.
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 00:04:39 UTC | Status: CLOSED
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 00:04:42 UTC
Added: I2CZ0SIRTmaCMlW-4xApLQ
STATUS CHANGE | Customer (HonJi9T5...) | 2025-09-16 00:21:06 UTC | Status: OPEN
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:09:12 UTC
Removed: I2CZ0SIRTmaCMlW-4xApLQ
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:09:25 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Email: amanda@austinenclosures.com Phone Number: 3362443511 Collar SN: 25h4321000rt (Belle) - Halo 4 from order #1653542 Halo Care program Collar FW: v.03.01.02 PRODBETA on 09/12/2025 23:47 Collar Purchased From: Halo/1653542 Resources: verified CX in AP, Gladly Recap/TS: CX sent an empty zip file - need more information Sent how to connect to the DP session to get eyes on the possible critical error in AP for the new Halo Care program order #1653542. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:09:27 UTC | Status: CLOSED
STATUS CHANGE | Customer (HonJi9T5...) | 2025-09-16 14:10:36 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:51:31 UTC
First and Last Name: Amanda Felts Email: amanda@austinenclosures.com Phone Number: 13362443511 Collar SN: 25h4321000rt Collar FW: v.03.01.02 PRODBETA Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx says the GPS tracking is not working. Next Steps: Email the cx the GPS Tracking TS macro. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:51:50 UTC | Status: CLOSED

💬 Conversation: wsrpl82KSLyGu0UhRWgZlQ

Messages 4
Customers 1
Duration 2025-09-16 00:02:03 UTC to 2025-09-16 00:02:14 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 00:02:06 UTC
Live Team Notes Serial Numbers: 24h3364444rt FW: 03.00.05 Issue/ Need: Cx stated, "They gray end part of the collar has broke off and is lost. How can we get a replacement part?" Troubleshooting & Actions Taken: Waited but cx never joined Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Next Steps: General- Scheduled Call Follow Up- No Answer Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 00:02:10 UTC | Status: CLOSED
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 00:02:14 UTC
Added: E_3WUdWpR2CLXta3n6vNgw

💬 Conversation: 2vLXACdZSeWR4JKN7T2PbQ

Messages 4
Customers 1
Duration 2025-09-16 00:02:33 UTC to 2025-09-16 12:26:37 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 12:26:36 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Patrick O'Hara Email: patohara2231@gmail.com Phone Number: 5748506898 Collar SN: 25h4270018rt (Odin) - Halo 4 for replacement order #AW-20250711-32020 (24h4440910rt) from order #1520671 Collar FW: v.03.00.05 on 08/18/2025 12:50 Collar Purchased From: Halo/1520671 Resources: Verified CX in AP, Gladly Recap/TS: CX sent an empty zip file - need more information Advised DP session for possible WR error to get eyes on the problem. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:26:37 UTC | Status: CLOSED

💬 Conversation: zCwMGvnQRhCDuc9WoFkRxw

Messages 5
Customers 1
Duration 2025-09-16 00:02:49 UTC to 2025-09-16 02:08:01 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (zj-Lo0Dw...) | 2025-09-16 00:02:49 UTC | halocollar.com
I need a more durable collar than the rubber one that comes with halo 3. What are my options?
System/AI | 2025-09-16 00:03:14 UTC | halocollar.com
If you're looking for a more durable collar than the rubber one that comes with the Halo 3, you can explore options through Halo Care and Halo Protection plans. These plans provide discounted or covered replacements, depending on your membership level. Additionally, you can purchase replacement straps and cases from the Accessory Shop on our website, which might offer the enhanced durability you need. For more details, visit the Halo Accessories Page.
Customer (zj-Lo0Dw...) | 2025-09-16 00:07:00 UTC | halocollar.com
No, there is only the one style of rubber straps on your website. I am looking for heavy duty nylon or leather. Any third party options?
System/AI | 2025-09-16 00:07:27 UTC | halocollar.com
While Halo doesn't officially recommend third-party options for collar straps due to compatibility and safety concerns, it's important that any replacement strap securely fits the Halo unit to ensure proper function and accurate feedback for your dog's safety. If you're considering third-party straps, make sure they are compatible with your Halo collar's design to avoid any potential issues. For the best results and performance, we suggest sticking with the original accessories provided by Halo.
STATUS CHANGE | Unknown | 2025-09-16 02:08:01 UTC | Status: CLOSED

💬 Conversation: 5WbTMlnvTOyk0aVK4eK3CA

Messages 4
Customers 1
Duration 2025-09-16 00:05:58 UTC to 2025-09-16 02:07:01 UTC
Message Types CHAT_MESSAGE: 3, CONVERSATION_STATUS_CHANGE: 1
Customer (-E_Pc_Lh...) | 2025-09-16 00:05:58 UTC | halocollar.com
how do I turn up yhe sound on the collar
Customer (-E_Pc_Lh...) | 2025-09-16 00:06:05 UTC | halocollar.com
for warning the dog
System/AI | 2025-09-16 00:06:27 UTC | halocollar.com
To increase the sound warning on your Halo Collar, open the Halo App and tap "My Map" at the bottom of the screen. Select your pet, swipe up on the Pet Card, and tap "Feedback Settings" at the bottom right. Use the drop-down menu to adjust the intensity of the warning feedback. Ensure your dog is in a quiet environment during training to maximize the effectiveness of the audible cues. You can gradually increase the sound level until your dog responds consistently. This helps in building a clear communication path with your pet.
STATUS CHANGE | Unknown | 2025-09-16 02:07:01 UTC | Status: CLOSED

💬 Conversation: 8bwjyAH8TuCDfIqDgiLFqA

Messages 1
Customers 1
Duration 2025-09-16 00:06:12 UTC to 2025-09-16 00:06:12 UTC
Message Types EMAIL: 1

💬 Conversation: hXpqqjQ4RySMy0Uv0Z19Ng

Messages 1
Customers 1
Duration 2025-09-16 00:07:12 UTC to 2025-09-16 00:07:12 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:07:12 UTC | Status: CLOSED

💬 Conversation: x7yhqNY7RaebcnBV1NB89g

Messages 4
Customers 1
Duration 2025-09-16 00:08:10 UTC to 2025-09-16 00:14:23 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 00:08:10 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, JWS5_xDJQ42Q-JvuVQGt7g
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 00:08:14 UTC
Live Team Notes Serial Numbers: 23h3312185rt FW: v.02.08.11 Issue/ Need: Cx wants to add old deactivated collar to her acct because she has a new puppy Troubleshooting & Actions Taken: Told cx that we cannot reactivate an old collar Told cx if she wants a new collar to purchase outright via the Halo Official app or Opt into our Halo care for new collars for her pets Tank and Kona Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 00:14:23 UTC | Status: CLOSED

💬 Conversation: bJNv955lTYCNgbNoQjILYQ

Messages 5
Customers 1
Duration 2025-09-16 00:09:14 UTC to 2025-09-16 23:02:59 UTC
Message Types CHAT_MESSAGE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (f_d19gOr...) | 2025-09-16 00:09:14 UTC | halocollar.com
how do I get new battery, and collar repaired.
System/AI | 2025-09-16 00:09:52 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (B63iEj1y...) | 2025-09-16 23:01:55 UTC | halocollar.com
Based on your question, we recommend reaching out directly to our team for further assistance. The easiest way to connect is through your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions You can also reach us through the following options: Web: dogpark.halocollar.com Phone: (214) 712-2270 Email: support@halocollar.com Our team will be happy to assist you further.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:02:55 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:02:59 UTC | Status: CLOSED

💬 Conversation: -blfdECyQCy6g3hZb2igjw

Messages 4
Customers 1
Duration 2025-09-16 00:09:17 UTC to 2025-09-16 12:33:39 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 12:23:11 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 12:33:39 UTC | Status: CLOSED

💬 Conversation: q9xbdZFrQ3Csw5IF-5hI7w

Messages 3
Customers 1
Duration 2025-09-16 00:10:34 UTC to 2025-09-16 02:11:04 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (UEzCu9ab...) | 2025-09-16 00:10:34 UTC | halocollar.com
I would like to return my collars and get a refund for the services I’ve paid for.
System/AI | 2025-09-16 00:11:03 UTC | halocollar.com
To return your Halo Collars and get a refund for services, please make sure they were purchased directly from our website and are not damaged. You need to submit a return request within 90 days of receiving them. A $25 return fee applies, and original shipping costs are non-refundable. To start a return, visit our returns page and follow the instructions for submitting a return request. You'll receive a prepaid shipping label to send your collars back. Also, remember to cancel your subscription plan to avoid further charges.
STATUS CHANGE | Unknown | 2025-09-16 02:11:04 UTC | Status: CLOSED

💬 Conversation: 1wb9W6MPQaKu-CII8s5m1A

Messages 4
Customers 1
Duration 2025-09-16 00:11:03 UTC to 2025-09-16 00:11:29 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (0Hfg_vNP...) | 2025-09-16 00:11:03 UTC
Live Team Notes Serial Numbers: 24h4464110rt FW: v.03.00.05 Issue/ Need: Tracking information needed for replacement collar Troubleshooting & Actions Taken: Verified warranty replacement status in AP. Shows created in Netsuite but no tracking number available in AP or CS Order Tracking. Advised customer should be shipping soon and she will receive an email with the tracking as soon as it's available. Customer stated will be calling back if not received by Friday. Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP/Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (0Hfg_vNP...) | 2025-09-16 00:11:04 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (0Hfg_vNP...) | 2025-09-16 00:11:29 UTC | Status: CLOSED

💬 Conversation: s5vOTyoxSRi9SsFhwFHstA

Messages 3
Customers 1
Duration 2025-09-16 00:11:27 UTC to 2025-09-16 00:11:38 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 00:11:35 UTC
Added: OeTzDXf5Qt2378nYRu_ilw
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 00:11:38 UTC | Status: CLOSED

💬 Conversation: PqfZo1srQGSecEKnq8ztKQ

Messages 16
Customers 1
Duration 2025-09-16 00:12:44 UTC to 2025-09-16 23:13:19 UTC
Message Types CHAT_MESSAGE: 13, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (kGEhx5yb...) | 2025-09-16 00:12:44 UTC | halocollar.com
if I forgot the halo collar was on my dog and I left in a truck, would the halo collar stop feedback?
System/AI | 2025-09-16 00:13:09 UTC | halocollar.com
Hey there! Yes, if the Halo Collar is inside a vehicle like a truck, it might stop providing feedback because it needs a strong GPS signal to work properly. To get it back on track, just take the collar outside to regain a strong GPS signal. If it doesn't start working right away, you might need to initialize the GPS using the steps in the Halo App. Always make sure the collar is in high GPS mode for the best performance. Let me know if you have any more questions!
Customer (kGEhx5yb...) | 2025-09-16 00:13:52 UTC | halocollar.com
can I load the information through the app on my wife's phone to track the same dog
System/AI | 2025-09-16 00:14:16 UTC | halocollar.com
Yes, you can track the same dog using your wife's phone by logging into the Halo App with the same account credentials. Just make sure both phones are using the same login details, as separate user profiles or logins aren't supported. This way, you can both access tracking, manual feedback, and collar settings. Let me know if you need further help!
Customer (kGEhx5yb...) | 2025-09-16 00:14:32 UTC | halocollar.com
thank you
System/AI | 2025-09-16 00:14:48 UTC | halocollar.com
You're welcome! If you have more questions, just let me know. Have a great day!
Customer (kGEhx5yb...) | 2025-09-16 00:15:08 UTC | halocollar.com
thanks
System/AI | 2025-09-16 00:15:20 UTC | halocollar.com
You're welcome! If you need anything else, feel free to reach out. Enjoy your day!
Customer (kGEhx5yb...) | 2025-09-16 00:25:13 UTC | halocollar.com
why would there be a feedback warning on this pic in the middle of the fence?
Customer (kGEhx5yb...) | 2025-09-16 00:25:13 UTC | halocollar.com
System/AI | 2025-09-16 00:25:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (kGEhx5yb...) | 2025-09-16 00:28:44 UTC | halocollar.com
I tried to manually provide feedback but cannot hear any of the of warning sounds. How do you know if it s actually going through?
Agent (B63iEj1y...) | 2025-09-16 23:13:02 UTC | halocollar.com
Hi there! To confirm if feedback is working, you can do a quick forearm test: Place the contact tips on your inner forearm (safe area). In the Halo App, open your pet’s Pet Card. Tap the blue/white hand icon for Instant Feedback. Hold both contact tips against your skin to feel the output. If needed, adjust intensity under Feedback Settings > Prevention/Emergency Feedback, then slide between levels 1–15. This will let you safely check that the feedback is functioning.”
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:13:17 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:13:19 UTC | Status: CLOSED

💬 Conversation: BQDWAxzuQQOxjN7k18e36Q

Messages 1
Customers 1
Duration 2025-09-16 00:13:22 UTC to 2025-09-16 00:13:22 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:13:22 UTC | Status: CLOSED

💬 Conversation: p5YD-8tmRdqQpVZC6KRp4A

Messages 1
Customers 1
Duration 2025-09-16 00:16:25 UTC to 2025-09-16 00:16:25 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:16:25 UTC | Status: CLOSED

💬 Conversation: Ax6M1APWQdy6o8LS7ve_CQ

Messages 4
Customers 1
Duration 2025-09-16 00:16:25 UTC to 2025-09-16 00:16:37 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (0Hfg_vNP...) | 2025-09-16 00:16:25 UTC
First and Last Name: Joseph Fisher Email: josefish5@aol.com Other contact info if possible: Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (0Hfg_vNP...) | 2025-09-16 00:16:26 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (0Hfg_vNP...) | 2025-09-16 00:16:37 UTC | Status: CLOSED

💬 Conversation: yl7HjTUzTq60hdHks0QVBQ

Messages 9
Customers 1
Duration 2025-09-16 00:18:25 UTC to 2025-09-16 23:17:17 UTC
Message Types CHAT_MESSAGE: 5, CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, TOPIC_CHANGE: 1
Customer (6EpiZtIZ...) | 2025-09-16 00:18:25 UTC | halocollar.com
I think this collar is not going to work for our needs due to lack of connectivity out in the fields and forest. I will likely need to return it. How do I do that?
STATUS CHANGE | Customer (6EpiZtIZ...) | 2025-09-16 00:18:25 UTC | Status: OPEN
System/AI | 2025-09-16 00:18:56 UTC | halocollar.com
To return your Halo Collar, you'll need a Return Merchandise Authorization (RMA). Simply visit this link and click "Submit a Return for Refund." Make sure your return is postmarked within 90 days of receiving the collar. You'll need your order number, which is in your order confirmation email. Please note, a $25 return fee will apply, and original shipping costs are non-refundable. If you need more help, our Live Support team is here for you and can extend your return window by 30 days.
Customer (6EpiZtIZ...) | 2025-09-16 00:28:05 UTC | halocollar.com
How do I get a refund for the year subscription to the app that I paid for in advance?
System/AI | 2025-09-16 00:28:16 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (B63iEj1y...) | 2025-09-16 23:17:04 UTC | halocollar.com
To ensure your refund for the membership plan paid in advance, we recommend contacting our support team directly. The easiest way to reach us is through your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Alternatively, you can reach us using one of the following methods: Web: dogpark.halocollar.com Phone: (214) 712-2270 Email: support@halocollar.com Our team will be happy to assist you with your refund.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:17:15 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, BV6q0qW9QZKAbEVdca7vNQ
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:17:17 UTC | Status: CLOSED

💬 Conversation: rrqvFQLVS_2GjFeJN3e6PQ

Messages 1
Customers 1
Duration 2025-09-16 00:18:26 UTC to 2025-09-16 00:18:26 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:18:26 UTC | Status: CLOSED

💬 Conversation: NrQ51BA6RMa9_uv7iObfDg

Messages 1
Customers 1
Duration 2025-09-16 00:18:27 UTC to 2025-09-16 00:18:27 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:18:27 UTC | Status: CLOSED

💬 Conversation: uSc9T-4XTdiVLnfxbqvk5A

Messages 10
Customers 1
Duration 2025-09-16 00:19:51 UTC to 2025-09-16 22:11:08 UTC
Message Types EMAIL: 7, CONVERSATION_STATUS_CHANGE: 3
STATUS CHANGE | Customer (Au0TzIRZ...) | 2025-09-16 00:19:51 UTC | Status: OPEN
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 13:24:55 UTC | Status: CLOSED
STATUS CHANGE | Customer (Au0TzIRZ...) | 2025-09-16 22:01:09 UTC | Status: OPEN

💬 Conversation: pSiKhQVkSY-Wu7C72lCfLw

Messages 19
Customers 1
Duration 2025-09-16 00:21:44 UTC to 2025-09-16 15:27:41 UTC
Message Types CHAT_MESSAGE: 4, EMAIL: 6, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 5
Customer (JlXf8oCE...) | 2025-09-16 00:21:44 UTC | halocollar.com
Halo not charging
System/AI | 2025-09-16 00:22:08 UTC | halocollar.com
Hi there! If your Halo Collar isn't charging, let's try a few things. First, make sure the power source is working. Use a USB-C cable and charging block, not a computer, and check for LED lights on the collar. Remove any protective case to ensure proper contact, and test the charger and cable with another device to confirm they work. Inspect the charging port for dirt or debris and clean it if necessary. You can also perform a hard reset by keeping the collar plugged in for 5 minutes, then holding the power button for 15 seconds. If you're still having trouble, please contact Halo support for further assistance.
Customer (JlXf8oCE...) | 2025-09-16 00:22:33 UTC | halocollar.com
Further support
System/AI | 2025-09-16 00:23:14 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 12:27:19 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 12:36:50 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Blayr Bush Email: anniedotson23@icloud.com Phone Number: Collar SN: 24h3340598rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx 's collar having collar issues. Cx did mention that their charging port has rust on once of the pins. Email cx "Charging Issue TS" Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 12:36:52 UTC | Status: CLOSED
STATUS CHANGE | Customer (23QyQ8H1...) | 2025-09-16 14:20:29 UTC | Status: OPEN
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 14:50:26 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx having charging issues with one of their collars Cx has 3 collars but did not identify which collar has issue/rusted charging port Collar 24h3340598rt has 0% battery and last heard 12 hours ago Cx has tried all troubleshooting steps to no avail Recap (When/Where/What the customer wants) Asking cx which collar is having the issue Collar is within warranty window (expires 9/28) Is This Resolved/Follow-Up Required? Once it is determined which collar has the issue a warranty can be started If Follow Up Is Required (What/When) Once confirmed, please send macro verifying collar is not in use Once verified, submit warranty Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:55:49 UTC | Status: CLOSED
STATUS CHANGE | Customer (23QyQ8H1...) | 2025-09-16 15:25:44 UTC | Status: OPEN
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 15:27:40 UTC
Cx confirmed it's 24h3340598rt, submitted WR AW-20250916-46158
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:27:41 UTC | Status: CLOSED

💬 Conversation: hD_odDDDSC6GH5Zx6rFSIg

Messages 3
Customers 1
Duration 2025-09-16 00:25:35 UTC to 2025-09-16 02:26:26 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (52JCOEUx...) | 2025-09-16 00:25:35 UTC | halocollar.com
How do you turn off collar
System/AI | 2025-09-16 00:26:04 UTC | halocollar.com
The Halo Collar can't be completely turned off, but it does have a Low Power Mode to help save battery life when it's not in use. This is handy if you won't be using the collar for a while or don't have access to a charger. For the best performance, we recommend charging the collar daily. When it's not active, the collar will automatically enter Sleep Mode to conserve energy. If you have any more questions, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 02:26:26 UTC | Status: CLOSED

💬 Conversation: NULwN6g7QOOInKAj6P-11w

Messages 5
Customers 1
Duration 2025-09-16 00:26:26 UTC to 2025-09-16 23:16:22 UTC
Message Types CHAT_MESSAGE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (6-m0XeIa...) | 2025-09-16 00:26:26 UTC | halocollar.com
I am returning a collar and want to know how I can get refunded for the year's subscription I paid in advance for the app.
System/AI | 2025-09-16 00:26:36 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (B63iEj1y...) | 2025-09-16 23:15:54 UTC | halocollar.com
To ensure your refund for the membership plan paid in advance, we recommend contacting our support team directly. The easiest way to reach us is through your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Alternatively, you can reach us using one of the following methods: Web: dogpark.halocollar.com Phone: (214) 712-2270 Email: support@halocollar.com Our team will be happy to assist you with your refund.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:16:20 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, BV6q0qW9QZKAbEVdca7vNQ
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:16:22 UTC | Status: CLOSED

💬 Conversation: 8UI1T_hLR4a-66Q-ktFgcA

Messages 12
Customers 1
Duration 2025-09-16 00:26:31 UTC to 2025-09-16 12:11:34 UTC
Message Types CHAT_MESSAGE: 10, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (5AHteRuF...) | 2025-09-16 00:26:31 UTC | halocollar.com
Hello-
System/AI | 2025-09-16 00:26:45 UTC | halocollar.com
Hello, Billy! How can I assist you with your Halo Collar today? Whether you have questions about setup, features, or troubleshooting, I'm here to help!
Customer (5AHteRuF...) | 2025-09-16 00:27:35 UTC | halocollar.com
my collar will say it's charging while on the charger, but when I take it off the charger it says it's not charged. it has been plugged in all day and still is reporting 0%.
Customer (5AHteRuF...) | 2025-09-16 00:27:43 UTC | halocollar.com
My collar shows a green light when plugged in but won’t charge
System/AI | 2025-09-16 00:27:56 UTC | halocollar.com
Hi Billy, I'm sorry to hear about the charging issue with your Halo Collar. Let's try a few troubleshooting steps to get it sorted out: Hard Reset: Keep the collar plugged in for at least 5 minutes. Hold the power button for 15 seconds, then release. Battery Recalibration: Fully discharge the collar until it powers off, let it rest for 5 hours, then fully charge it uninterrupted. Check Charger and Cable: Test the USB-C cable and charging block on another device to ensure they work. If the issue persists, please contact Halo live support for further assistance.
System/AI | 2025-09-16 00:28:03 UTC | halocollar.com
Hey there! If your Halo Collar shows a green light when plugged in but isn't charging, try these steps: Check Power Source: Make sure you're using a USB-C cable and charging block, not a computer. Inspect Charging Port: Clean the charging pins with a Q-tip and rubbing alcohol. Test Charger and Cable: Try the cable on another device to confirm it's working. Perform a Hard Reset: Keep the collar plugged in for 5 minutes, then hold the power button for 15 seconds. If these steps don't help, please contact Halo support for further assistance.
Customer (5AHteRuF...) | 2025-09-16 00:29:01 UTC | halocollar.com
Thank you. We have tried both 1 and 3.
System/AI | 2025-09-16 00:29:18 UTC | halocollar.com
Let's try recalibrating the battery since you've already done a hard reset and checked the charger. Battery Recalibration: Let the collar fully discharge until it turns off, keep it off for at least 5 hours, and then charge it fully without interruptions. If this doesn’t fix the problem, please contact our live support team for more help. They can offer further troubleshooting or discuss a warranty claim if needed. Let me know if you have any other questions!
Customer (5AHteRuF...) | 2025-09-16 00:30:04 UTC | halocollar.com
Thank you.
System/AI | 2025-09-16 00:30:16 UTC | halocollar.com
You're welcome, Billy! If you need any more assistance, feel free to reach out. Wishing you the best with your Halo Collar!
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 12:11:32 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 12:11:34 UTC | Status: CLOSED

💬 Conversation: 2iBPJpDuS-WNdNiRfHDRbQ

Messages 5
Customers 1
Duration 2025-09-16 00:26:36 UTC to 2025-09-16 02:28:27 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (ENvJAeCI...) | 2025-09-16 00:26:36 UTC | halocollar.com
Hello. The question I have is about my halo 4 collar. My battery life has been rapidly declining in the past week. Is there a replacement battery for the collar? My dog is out side all day and battery life hasn’t ever been an issue until here recently. Outside temps were mid 70’s for the high and low 60’s in the evening.
System/AI | 2025-09-16 00:27:00 UTC | halocollar.com
The Halo 4 collar has a non-replaceable lithium-ion battery designed to last 3-5 years. To help with the declining battery life, try recalibrating it: fully charge the collar, then discharge it completely, let it rest for 5 hours, and recharge it fully. Make sure your collar's firmware is up-to-date and that you're using a compatible USB-C cable and adapter for charging. If the issue continues after these steps, please reach out to our support team for further assistance.
Customer (ENvJAeCI...) | 2025-09-16 00:28:02 UTC | halocollar.com
Okay. I’ll give that a try. Thanks
System/AI | 2025-09-16 00:28:18 UTC | halocollar.com
You're welcome, Allen! I hope this helps improve your collar's battery life. If you have any more questions or need further assistance, feel free to reach out. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 02:28:27 UTC | Status: CLOSED

💬 Conversation: GU7shewlT-2G9gYH7in6Fw

Messages 1
Customers 1
Duration 2025-09-16 00:27:31 UTC to 2025-09-16 00:27:31 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:27:31 UTC | Status: CLOSED

💬 Conversation: LX04LzgWR8SjJZAPNP9tmg

Messages 1
Customers 1
Duration 2025-09-16 00:28:31 UTC to 2025-09-16 00:28:31 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:28:31 UTC | Status: CLOSED

💬 Conversation: XaHqVd96QRy_Ged1GilFeQ

Messages 3
Customers 1
Duration 2025-09-16 00:32:35 UTC to 2025-09-16 02:33:29 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (3kU8UHE3...) | 2025-09-16 00:32:35 UTC | halocollar.com
I have activated the collar how do I set a fence
System/AI | 2025-09-16 00:33:04 UTC | halocollar.com
To set up a Halo Fence, open the Halo App and tap "My Map" in the bottom-left corner. Then, slide up the "Find & Manage Pets" card and tap "Add Fence." A map with a movable marker will appear. Drag the marker to your property or enter your home address in the search bar, then tap "Create Fence." The app will generate a unique fence around your property using public property lines. For more detailed instructions, you can visit our support page.
STATUS CHANGE | Unknown | 2025-09-16 02:33:29 UTC | Status: CLOSED

💬 Conversation: kW5QRHFoQXCoyuFgMxspag

Messages 6
Customers 1
Duration 2025-09-16 00:34:00 UTC to 2025-09-16 13:30:45 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:29:24 UTC
Added: oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:30:44 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: James Douglas Email: akvoltage@gmail.com Phone Number: 8507741283 Collar SN: 25h4222831rt (Awna) - Halo 4 for replacement order #AW-20250610-23879 (25h4151523rt) for replacement order #AW-992155 (24h4492511rt ) purchased from Amazon/AM-FBA18K6CF744 received a critical error in AP needs WR. RMA: AW-20250916-46139 - CX needs to confirm shipping address - sent link & deactivation notice. Collar FW: v.03.00.05 on 08/19/2025 07:25 Collar Purchased From: Amazon/AM-FBA18K6CF744 Resources: Verified CX in AP Recap/TS: Halo 4 received a critical error in AP needs WR. RMA: AW-20250916-46139 (25h4222831rt) Warranty Replacement - CX needs to confirm shipping address - sent link & deactivation notice. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:30:45 UTC | Status: CLOSED

💬 Conversation: L_XaxTfjT0qfsEW4cQaA6g

Messages 6
Customers 1
Duration 2025-09-16 00:36:45 UTC to 2025-09-16 23:23:04 UTC
Message Types CHAT_MESSAGE: 3, CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1
Customer (lyMRCtVg...) | 2025-09-16 00:36:45 UTC | halocollar.com
How to change warning to vibrate
STATUS CHANGE | Customer (lyMRCtVg...) | 2025-09-16 00:36:45 UTC | Status: OPEN
System/AI | 2025-09-16 00:37:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (B63iEj1y...) | 2025-09-16 23:22:50 UTC | halocollar.com
Hi There ! To change your warning feedback to a vibration, please follow these steps: Tap the My Map icon at the bottom of the screen. Select the pet whose settings you would like to update. Swipe up on the Pet Card to open it fully. Tap Feedback Settings in the bottom right corner of the Pet Card. Under the menus for Prevention and Encouragement feedback, select Prevention Feedback. Choose Warning, then change the mode to Vibrate. This will update your pet’s warning feedback to vibration mode.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:23:02 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, CF6_882xQ3eGEtbPbwDdWQ
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:23:04 UTC | Status: CLOSED

💬 Conversation: uqNAZU73QS2iqCLZXFbDLQ

Messages 5
Customers 1
Duration 2025-09-16 00:38:00 UTC to 2025-09-16 23:27:35 UTC
Message Types CHAT_MESSAGE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (NUcvJcgS...) | 2025-09-16 00:38:00 UTC | halocollar.com
One of my callers is showing that it's in critical.What is that supposed to mean
System/AI | 2025-09-16 00:38:29 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (B63iEj1y...) | 2025-09-16 23:26:29 UTC | halocollar.com
Hi there ! That notification sent to you is a indication that your collar is in need of a replacement . we recommend contacting our support team directly. The easiest way to reach us is through your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Alternatively, you can reach us using one of the following methods: Web: dogpark.halocollar.com Phone: (214) 712-2270 Email: support@halocollar.com Our team will be happy to assist you with your replacement
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:27:34 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:27:35 UTC | Status: CLOSED

💬 Conversation: rGaYI5y0QFuv9z1fLQmbQw

Messages 1
Customers 1
Duration 2025-09-16 00:38:42 UTC to 2025-09-16 00:38:42 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:38:42 UTC | Status: CLOSED

💬 Conversation: EHfSw6xjRhuhKRgn3I95Uw

Messages 6
Customers 1
Duration 2025-09-16 00:39:46 UTC to 2025-09-16 23:28:33 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (yFIrM0QO...) | 2025-09-16 00:39:46 UTC | halocollar.com
Hi, I got home from work today and found Bostons collar on the ground. It appears it broke. Can you replace his collar or fix it?
System/AI | 2025-09-16 00:40:16 UTC | halocollar.com
I'm sorry to hear about Boston's collar! If it's under warranty, we can help with a replacement. Please contact our customer support team with your warranty details, and they'll guide you through the process. If the collar isn't under warranty, you might need to purchase replacement parts. Our team can assist in obtaining the necessary parts to fix it. Feel free to reach out for further assistance, and we'll make sure Boston has a working collar soon!
Customer (yFIrM0QO...) | 2025-09-16 00:45:59 UTC | halocollar.com
is there a phone number for me to call for support?
System/AI | 2025-09-16 00:46:29 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:28:25 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:28:33 UTC | Status: CLOSED

💬 Conversation: pGXKZ2heSCSqena8OPYZKA

Messages 1
Customers 1
Duration 2025-09-16 00:43:46 UTC to 2025-09-16 00:43:46 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:43:46 UTC | Status: CLOSED

💬 Conversation: pzvgXshOTKWLulywcNZ81A

Messages 1
Customers 1
Duration 2025-09-16 00:44:52 UTC to 2025-09-16 00:44:52 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:44:52 UTC | Status: CLOSED

💬 Conversation: apPIBO1eRfWOsixD5VBKmg

Messages 4
Customers 1
Duration 2025-09-16 00:44:56 UTC to 2025-09-16 14:02:46 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 14:02:36 UTC
Live Team Notes Serial Numbers:24h3212037rt 24h3201356rt 25h4070716rt Collar Serial Number 23h2185004rt FW:v.03.00.05 Issue/ Need: cx is frustrated with the app Troubleshooting & Actions Taken: cx to contact customer service to help Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 14:02:46 UTC | Status: CLOSED

💬 Conversation: Hvh5DfA4RT-wzbjQF2F4XQ

Messages 3
Customers 1
Duration 2025-09-16 00:45:03 UTC to 2025-09-16 02:45:35 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (IDBruA3W...) | 2025-09-16 00:45:03 UTC | halocollar.com
I live in an area with poor cell coverage. Will halo be effective?
System/AI | 2025-09-16 00:45:33 UTC | halocollar.com
Hi there! The Halo Collar is designed to work even in areas with poor cell coverage. It uses GPS to maintain virtual fences and provide feedback without needing Wi-Fi or LTE. For live tracking and notifications, a connection is required. The Halo 4 and Halo 3 models can switch between multiple cellular networks to find the strongest signal, while older models rely on AT&T towers. You can check local LTE coverage using a coverage map, but rest assured, your dog's safety features will remain active thanks to GPS.
STATUS CHANGE | Unknown | 2025-09-16 02:45:35 UTC | Status: CLOSED

💬 Conversation: tuYPFNY6QlqeYzDAkCD1MQ

Messages 5
Customers 1
Duration 2025-09-16 00:46:03 UTC to 2025-09-16 02:50:42 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (SxXHiui2...) | 2025-09-16 00:46:03 UTC | halocollar.com
my collar.says its charging but will not charge
System/AI | 2025-09-16 00:46:37 UTC | halocollar.com
Let's try a few steps to get your Halo Collar charging properly. First, connect the collar to a USB-C cable and charging block, not a computer, to check the power source. Make sure the charging port is clean and dry. Test the USB-C cable and charging block with another device to ensure they work. If you're using a Halo Pro Case, remove it to ensure proper charging contact. If these steps don't fix the issue, perform a hard reset by holding the power button for 15 seconds while the collar is plugged in. If you need more help, please reach out to our live support team.
Customer (SxXHiui2...) | 2025-09-16 00:49:19 UTC | halocollar.com
its showing its charging. the lights are blinking etc.... but it will not charge! We charge both dogs collars at the same time. one is showing charge, the other isn't
System/AI | 2025-09-16 00:50:03 UTC | halocollar.com
Let's try a few steps to get your collar charging properly. First, make sure the charging port is clean and dry. Then, test the USB-C cable and charging block with another device to ensure they're working. Next, perform a hard reset by holding the power button for 15 seconds while the collar is plugged in. If the issue continues, it might be a battery calibration problem. Fully discharge the collar and then charge it uninterrupted to 100%. If these steps don't fix the issue, please reach out to our live support for further help.
STATUS CHANGE | Unknown | 2025-09-16 02:50:42 UTC | Status: CLOSED

💬 Conversation: EwufS6VxQAGrGFPrYUULsQ

Messages 3
Customers 1
Duration 2025-09-16 00:47:02 UTC to 2025-09-16 02:48:35 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (nufNjIK2...) | 2025-09-16 00:47:02 UTC | halocollar.com
Collar keeps vibrating and says motion sensor issue
System/AI | 2025-09-16 00:47:44 UTC | halocollar.com
It looks like your Halo Collar is having a diagnostic issue that needs a replacement. This process should start automatically, so please check your email for a shipping address confirmation. Once you confirm your address, the replacement will be completed. If you haven't received the email, please check your spam or junk folders. For further help, feel free to contact our live support team. They'll make sure the replacement process goes smoothly.
STATUS CHANGE | Unknown | 2025-09-16 02:48:35 UTC | Status: CLOSED

💬 Conversation: 34Y0fJpXQLChVOWIoDUdzw

Messages 1
Customers 1
Duration 2025-09-16 00:47:55 UTC to 2025-09-16 00:47:55 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:47:55 UTC | Status: CLOSED

💬 Conversation: KCfYH9pVQyCM40RAFjikjA

Messages 1
Customers 1
Duration 2025-09-16 00:48:56 UTC to 2025-09-16 00:48:56 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:48:56 UTC | Status: CLOSED

💬 Conversation: Lrr17aAMSoOLiD-JaLMA_w

Messages 8
Customers 1
Duration 2025-09-16 00:49:44 UTC to 2025-09-16 02:52:42 UTC
Message Types CHAT_MESSAGE: 7, CONVERSATION_STATUS_CHANGE: 1
Customer (DsSgQSfF...) | 2025-09-16 00:49:44 UTC | halocollar.com
I have one collar and one dog, I have the app on my phone. Is it ok to add the app to my wife’s phone? And connect the collar to her phone?
System/AI | 2025-09-16 00:50:08 UTC | halocollar.com
Yes, you can add the Halo app to your wife's phone and connect the collar to it. To share access, use the same login credentials on both phones. This allows both devices to control the collar and access its features. Please ensure that both phones have Bluetooth enabled and the Halo app installed. This setup will allow your wife to track and manage the collar just like you do on your phone.
Customer (DsSgQSfF...) | 2025-09-16 00:50:34 UTC | halocollar.com
thank uou
Customer (DsSgQSfF...) | 2025-09-16 00:50:38 UTC | halocollar.com
you…
System/AI | 2025-09-16 00:51:06 UTC | halocollar.com
You're welcome! If you have any more questions or need further assistance, feel free to ask. We're here to help you and your furry friend! 🐾
Customer (DsSgQSfF...) | 2025-09-16 00:51:57 UTC | halocollar.com
Are you a person or AI?
System/AI | 2025-09-16 00:52:09 UTC | halocollar.com
I'm an AI designed to assist you with inquiries about Halo Collar and its features. 😊 If you have any questions or need help, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 02:52:42 UTC | Status: CLOSED

💬 Conversation: 6S_jA_LoRvS_eV1byjHOeA

Messages 1
Customers 1
Duration 2025-09-16 00:51:57 UTC to 2025-09-16 00:51:57 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 00:51:57 UTC | Status: CLOSED

💬 Conversation: QveKkjmKTMyeebW_Apyxzw

Messages 3
Customers 1
Duration 2025-09-16 00:52:47 UTC to 2025-09-16 02:53:46 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (Lbnl1S39...) | 2025-09-16 00:52:47 UTC | halocollar.com
Set up outdoor halo beacons
System/AI | 2025-09-16 00:53:14 UTC | halocollar.com
To set up your outdoor Halo Beacons, start by turning on the Beacon. Unscrew the cap and hold the white button for 5 seconds until the blue light blinks. Next, open the Halo App and navigate to Settings > My Beacons > + Add Beacon. Select your Beacon type, and the app will search for nearby Beacons. Match the serial number in the app with the one on your Beacon. Finally, name your Beacon, choose its function (Keep-Away or Ignore Zone), and adjust the radius. Make sure Beacons are enabled on your dog's Pet Card in the app for feedback to work.
STATUS CHANGE | Unknown | 2025-09-16 02:53:46 UTC | Status: CLOSED

💬 Conversation: W2QU31H0RG6-hJyj8TLmRA

Messages 5
Customers 1
Duration 2025-09-16 00:54:10 UTC to 2025-09-16 23:37:26 UTC
Message Types CHAT_MESSAGE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (SzMWQV_L...) | 2025-09-16 00:54:10 UTC | halocollar.com
Hi, how do I update my plan to add another collar? When I select My Account it just takes me to a homepage.
System/AI | 2025-09-16 00:54:47 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (B63iEj1y...) | 2025-09-16 23:37:09 UTC | halocollar.com
“Hi there! You don’t need to update your plan to add an additional collar. Please follow these steps: Go to the Halo Collar Website, log into your Halo Account, and navigate to your My Account dashboard. Select Change Plan. Increase the number of collars on your plan, then select Agree & Pay to save the change. You will be charged a prorated amount for the additional collar. Next, use your Halo App to add your new collar. For detailed instructions, please refer to [this article](insert link) on how to add a collar using the Halo App. This will ensure your new collar is properly added to your plan.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:37:24 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:37:26 UTC | Status: CLOSED

💬 Conversation: nEZmeCigT5ys633ubUrgqA

Messages 6
Customers 1
Duration 2025-09-16 00:55:40 UTC to 2025-09-16 11:00:47 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (TJ7fyTzS...) | 2025-09-16 00:55:40 UTC | halocollar.com
My new halo 4 seems to not be charging (was on charger all last night and used off and on today an is now dead)….also fails to connect to Bluetooth, cellular, or WiFi consistently
System/AI | 2025-09-16 00:56:11 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 10:59:11 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 11:00:47 UTC | Status: CLOSED

💬 Conversation: cDHN2ADPTLm2ZjvHR898Ow

Messages 3
Customers 1
Duration 2025-09-16 00:59:37 UTC to 2025-09-16 03:00:57 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (RIwzsxQv...) | 2025-09-16 00:59:37 UTC | halocollar.com
I am trying to connect my secound halo collar and it is not connecting. I have had it on the charger and it is lighting up but it is not popping up to connect to my account
System/AI | 2025-09-16 01:00:05 UTC | halocollar.com
Hi there! To connect your second Halo collar, make sure it's fully charged and that Bluetooth is enabled on your phone. Open the Halo App, go to Settings, and select + Add New Collar. Follow the on-screen steps to pair and set up the collar. Ensure your phone is within 50 feet of the collar. If it still doesn't connect, check that the app has the necessary Bluetooth and location permissions. Also, verify that your membership plan supports additional collars. For more detailed guidance, you can refer to the Halo support resources or contact customer service for assistance. Let me know if you need any more help!
STATUS CHANGE | Unknown | 2025-09-16 03:00:57 UTC | Status: CLOSED

💬 Conversation: 5sY3gnhKTyWJXpmjkJNbxQ

Messages 7
Customers 1
Duration 2025-09-16 01:03:30 UTC to 2025-09-16 23:38:34 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (m9ts24VK...) | 2025-09-16 01:03:30 UTC | halocollar.com
The strap on the collar broke off
Customer (m9ts24VK...) | 2025-09-16 01:03:58 UTC | halocollar.com
No clue how it was such a clean break
Customer (m9ts24VK...) | 2025-09-16 01:04:00 UTC | halocollar.com
System/AI | 2025-09-16 01:04:11 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:37:56 UTC
Added: tWVb8l74TQWoFOK-wNWbdw, mBJH5lIYT8e2_OFrmpcDwA
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:38:23 UTC
Added: -LmskJFZShWlO0nMJuMqlA | Removed: tWVb8l74TQWoFOK-wNWbdw
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:38:34 UTC | Status: CLOSED

💬 Conversation: j5spg52gRii9auaWVpoqYg

Messages 1
Customers 1
Duration 2025-09-16 01:11:12 UTC to 2025-09-16 01:11:12 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:11:12 UTC | Status: CLOSED

💬 Conversation: 6N_QC2AwSjOd8fAexGDDBg

Messages 8
Customers 1
Duration 2025-09-16 01:12:06 UTC to 2025-09-16 12:46:29 UTC
Message Types EMAIL: 5, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 12:42:42 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Amanda Menagh Email: amandajjohnsen@gmail.com Phone Number: Collar SN: Collar FW: Collar Purchased From: Resources: Gladly Recap/TS: Cx submitted app log w/ no descrip included. Next Steps: Snt email requesting additonal info.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 12:46:24 UTC
Added: 2ne7xWQcT7SR-eLsslsIsQ
STATUS CHANGE | Agent (DBqblO4n...) | 2025-09-16 12:46:29 UTC | Status: CLOSED

💬 Conversation: f_2BhkJUSs-ZyaUAJTKw4g

Messages 7
Customers 1
Duration 2025-09-16 01:12:31 UTC to 2025-09-16 23:41:02 UTC
Message Types CHAT_MESSAGE: 5, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (QpmZtJ9G...) | 2025-09-16 01:12:31 UTC | halocollar.com
our collar said it had an issue and it would send a new collar but to not use the collar we currently have
Customer (QpmZtJ9G...) | 2025-09-16 01:12:32 UTC | halocollar.com
System/AI | 2025-09-16 01:12:36 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (QpmZtJ9G...) | 2025-09-16 01:13:07 UTC | halocollar.com
how long until we receive the new collar if we aren't supposed to use thw one that malfunctioned?
Agent (B63iEj1y...) | 2025-09-16 23:40:41 UTC | halocollar.com
Hi there! Once you receive your tracking number via email, your replacement collar should arrive within 3–5 business days.”
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:41:01 UTC
Added: dG-IjZuyRaaSTewLvto6tw, mBJH5lIYT8e2_OFrmpcDwA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:41:02 UTC | Status: CLOSED

💬 Conversation: CONapV7uQH2s4on9iuHaAA

Messages 9
Customers 1
Duration 2025-09-16 01:14:07 UTC to 2025-09-16 23:43:32 UTC
Message Types CHAT_MESSAGE: 6, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (LOIUwsBP...) | 2025-09-16 01:14:07 UTC | halocollar.com
Collar won’t charge
System/AI | 2025-09-16 01:14:37 UTC | halocollar.com
Hi there! If your Halo Collar isn't charging, try these steps: Check Power Source: Make sure you're using a USB-C cable and a compatible charging block (not a computer). Inspect Charging Port: Clean the gold charging pins with a Q-tip and rubbing alcohol or mild soap. Let it dry fully before reconnecting. Test Charger and Cable: Verify the USB-C cable and charging block work with another device. Perform a Hard Reset: Plug the collar in for 5 minutes, then hold the power button for 15 seconds. If these steps don't resolve the issue, please contact Halo live support for further assistance.
Customer (LOIUwsBP...) | 2025-09-16 01:15:30 UTC | halocollar.com
I did all of these , nothing has worked
System/AI | 2025-09-16 01:15:46 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (LOIUwsBP...) | 2025-09-16 01:16:37 UTC | halocollar.com
Can you help me
Agent (B63iEj1y...) | 2025-09-16 23:42:49 UTC | halocollar.com
Hi There ! We'll be more than happy to help you . we recommend contacting our support team directly. The easiest way to reach us is through your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Alternatively, you can reach us using one of the following methods: Web: dogpark.halocollar.com Phone: (214) 712-2270 Email: support@halocollar.com Our team will be happy to assist you
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:43:18 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:43:30 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:43:32 UTC | Status: CLOSED

💬 Conversation: VQt8elssTUed0qkztDIghw

Messages 11
Customers 1
Duration 2025-09-16 01:14:39 UTC to 2025-09-16 03:27:22 UTC
Message Types CHAT_MESSAGE: 10, CONVERSATION_STATUS_CHANGE: 1
Customer (mM6mGP2Q...) | 2025-09-16 01:14:39 UTC | halocollar.com
I got my replacement collar today.
System/AI | 2025-09-16 01:14:56 UTC | halocollar.com
That's great to hear, Raymond! If you need any help setting it up or have questions about its features, just let us know. We're here to ensure you have the best experience with your Halo Collar.
Customer (mM6mGP2Q...) | 2025-09-16 01:15:24 UTC | halocollar.com
The only thing in the box is a bubble wrapped collar. there are no instructions for returning the faulty one.
System/AI | 2025-09-16 01:15:50 UTC | halocollar.com
Oh no! It looks like the return shipping label might be missing from your package. We usually include a prepaid return label for sending back the faulty collar. If you can't find it, we can send it to you digitally via email. Please check your inbox, including your spam or junk folders. If it's still not there, just let us know, and we'll be happy to help further!
Customer (mM6mGP2Q...) | 2025-09-16 01:16:28 UTC | halocollar.com
I will need one sent. thank you
System/AI | 2025-09-16 01:16:50 UTC | halocollar.com
Hi Raymond! I've noted your request for a return shipping label to be sent to you via email. Please keep an eye on your inbox, and don't forget to check your spam or junk folders, just in case. If you need any more assistance, feel free to reach out. We're here to help!
Customer (mM6mGP2Q...) | 2025-09-16 01:26:25 UTC | halocollar.com
so sorry, I found it.
System/AI | 2025-09-16 01:26:44 UTC | halocollar.com
No worries at all, Raymond! I'm glad you found it. If you have any other questions or need further assistance with your Halo Collar, feel free to ask. Enjoy your new collar!
Customer (mM6mGP2Q...) | 2025-09-16 01:26:58 UTC | halocollar.com
Thank you, and thank you for your help
System/AI | 2025-09-16 01:27:09 UTC | halocollar.com
You're very welcome, Raymond! If you need anything else in the future, don't hesitate to reach out. Have a wonderful day!
STATUS CHANGE | Unknown | 2025-09-16 03:27:22 UTC | Status: CLOSED

💬 Conversation: fBXcl11lTj6T2fDpk9LP-w

Messages 1
Customers 1
Duration 2025-09-16 01:15:24 UTC to 2025-09-16 01:15:24 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:15:24 UTC | Status: CLOSED

💬 Conversation: jLZlAi65Qk2OKpMJ3zZ5Sw

Messages 1
Customers 1
Duration 2025-09-16 01:15:24 UTC to 2025-09-16 01:15:24 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:15:24 UTC | Status: CLOSED

💬 Conversation: gc1KHlPnRveijhMXsQqueA

Messages 1
Customers 1
Duration 2025-09-16 01:15:24 UTC to 2025-09-16 01:15:24 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:15:24 UTC | Status: CLOSED

💬 Conversation: Xi0XngwaQM6g5cSTI9vd0w

Messages 5
Customers 1
Duration 2025-09-16 01:20:18 UTC to 2025-09-16 12:43:23 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 12:43:16 UTC
Live Team Notes Serial Numbers:25h4031282rt - the account is under a different name and email (User name Eben Rohling - User email eben.rohling@live.com) - I got SN# from screenshot FW:v.03.00.05 Issue/ Need: WISMO - WR Troubleshooting & Actions Taken: Sent Phone/ Email- Follow Up Warranty Advsd cx the estimated timeline for delivery is 3-5 business days and we put a rush shipping on it for 2-day air shipping to ensure that it arrives quickly. Checked cs order tracker and order bot but no tracking yet Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly, cs order tracker, order bot Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:43:20 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:43:23 UTC | Status: CLOSED

💬 Conversation: DJWy66daRLyIsj4AUqCoRA

Messages 9
Customers 1
Duration 2025-09-16 01:20:26 UTC to 2025-09-16 15:18:18 UTC
Message Types EMAIL: 4, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 12:35:09 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 12:41:20 UTC | Status: CLOSED
STATUS CHANGE | Customer (n7DyD5Gv...) | 2025-09-16 15:11:09 UTC | Status: OPEN
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 15:15:59 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 15:18:18 UTC | Status: CLOSED

💬 Conversation: e-F6SeduT5O0SZypm3LLTA

Messages 1
Customers 1
Duration 2025-09-16 01:21:27 UTC to 2025-09-16 01:21:27 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:21:27 UTC | Status: CLOSED

💬 Conversation: YKiidtIYQ3GZzorwoeswzA

Messages 7
Customers 1
Duration 2025-09-16 01:22:03 UTC to 2025-09-16 03:27:22 UTC
Message Types CHAT_MESSAGE: 5, CONVERSATION_STATUS_CHANGE: 2
Customer (MCDSzvap...) | 2025-09-16 01:22:03 UTC | halocollar.com
How to keep my dog in his boundaries
STATUS CHANGE | Customer (MCDSzvap...) | 2025-09-16 01:22:03 UTC | Status: OPEN
System/AI | 2025-09-16 01:22:29 UTC | halocollar.com
Hey there! To keep your dog safe and sound within boundaries using the Halo Collar, you can set up a virtual Halo Fence. This customizable boundary works with the collar to ensure your pup stays within a designated area. You can easily create fences using the Halo App, and they can be as large as 1,200 square miles. The collar will give feedback like sounds or vibrations if your dog gets close to the boundary, encouraging them to stay in the safe zone. For step-by-step instructions on setting up fences, check out the Halo Support Article.
Customer (MCDSzvap...) | 2025-09-16 01:25:54 UTC | halocollar.com
After the fan set up, how do I keep the warning sound higher?
Customer (MCDSzvap...) | 2025-09-16 01:26:12 UTC | halocollar.com
for the dog
System/AI | 2025-09-16 01:26:52 UTC | halocollar.com
To adjust the warning sound volume on your Halo Collar, open the Halo App and tap on "My Map" at the bottom of the screen. Select your pet, then swipe up on the Pet Card. Tap "Feedback Settings" located at the bottom right. Here, you can adjust the intensity of the warning feedback by using the drop-down menus to increase the sound level. Make sure to test the new settings in a quiet environment to ensure your dog responds appropriately.
STATUS CHANGE | Unknown | 2025-09-16 03:27:22 UTC | Status: CLOSED

💬 Conversation: rGkmOtmoS1ie2PnTOviKEA

Messages 3
Customers 1
Duration 2025-09-16 01:23:10 UTC to 2025-09-16 03:24:16 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (TVfLIqnA...) | 2025-09-16 01:23:10 UTC | halocollar.com
Hello, I have two almost 6 mo old mini Aussies, how do I know what size collar to get when they’re still growing?
System/AI | 2025-09-16 01:23:36 UTC | halocollar.com
Hi there! The Halo Collar is perfect for growing puppies like your mini Aussies. It's adjustable to fit neck sizes between 8" and 30" and is suitable for dogs weighing 10 lbs and up. You can easily resize the strap as your puppies grow, ensuring a snug fit with two fingers' space between the collar and neck. Replacement straps are available if needed. For best results, regularly check the fit to maintain comfort and effectiveness. If you need further assistance, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 03:24:16 UTC | Status: CLOSED

💬 Conversation: 0lUXDv5zREakCjC3EqLN-Q

Messages 5
Customers 1
Duration 2025-09-16 01:23:33 UTC to 2025-09-16 12:43:17 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 12:42:55 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Gregory Beglin Email: gregorybeglin@gmail.com / No account with this email & name Phone Number: unknown Collar SN: unknown Collar FW: unknown Collar Purchased From: unknown Resources: Could NOT verify CX in AP, Gladly / No account with this name & email Recap/TS: CX sent empty zip file/NO account with this email & name - need more information Sent difference between Bluetooth, Wi-Fi, LTE macros. Next Steps: email Next Agent, please update this CX's contact information in Gladly when CX responds.
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:43:15 UTC
Added: UNYy8zJMRzuqZ0-CQlyc1Q, xuobtcPqSGuD7uwjUFZzMQ, PT5SzfGLQx6qJKX6efjzxA
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:43:17 UTC | Status: CLOSED

💬 Conversation: 68-5Hbj8QOCuz7y43prRkA

Messages 19
Customers 1
Duration 2025-09-16 01:29:32 UTC to 2025-09-16 20:14:12 UTC
Message Types EMAIL: 9, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 8
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:44:33 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:44:44 UTC | Status: CLOSED
STATUS CHANGE | Customer (oAlQz-RD...) | 2025-09-16 16:36:53 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:46:59 UTC | Status: CLOSED
STATUS CHANGE | Customer (oAlQz-RD...) | 2025-09-16 17:38:31 UTC | Status: OPEN
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:02:44 UTC
Added: y5p26f9RQxiykowWrcyu6Q
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:02:56 UTC | Status: CLOSED
STATUS CHANGE | Customer (oAlQz-RD...) | 2025-09-16 18:20:43 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:39:09 UTC | Status: CLOSED
STATUS CHANGE | Customer (oAlQz-RD...) | 2025-09-16 20:14:12 UTC | Status: OPEN

💬 Conversation: oqvbTGsRTlCOtWPKDBH0zg

Messages 1
Customers 1
Duration 2025-09-16 01:30:31 UTC to 2025-09-16 01:30:31 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:30:31 UTC | Status: CLOSED

💬 Conversation: u0N0dXt9Sz2qFCWCY1pQ2w

Messages 1
Customers 1
Duration 2025-09-16 01:32:33 UTC to 2025-09-16 01:32:33 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:32:33 UTC | Status: CLOSED

💬 Conversation: z-1UXOm7SKi6wGsNc5bmPA

Messages 1
Customers 1
Duration 2025-09-16 01:33:33 UTC to 2025-09-16 01:33:33 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:33:33 UTC | Status: CLOSED

💬 Conversation: _QfTV36rSeaJ_-mNQ8gb1A

Messages 5
Customers 1
Duration 2025-09-16 01:34:49 UTC to 2025-09-16 03:38:28 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (8I46y_ZX...) | 2025-09-16 01:34:49 UTC | halocollar.com
How do we set up the zone Halo
System/AI | 2025-09-16 01:35:19 UTC | halocollar.com
Hey there! Setting up a Halo Zone is easy. Just open the Halo App and tap 'My Map' in the bottom-left corner. Slide up the 'Find & Manage Pets' card and tap 'Add Fence.' You'll see a map with a movable marker—drag it to your property or enter your address in the search bar. Next, tap 'Create Fence,' and the app will automatically generate a unique fence around your property using public property lines and Halo’s safety guidelines. You can adjust the fence posts to fit your layout, making sure the boundary is at least 15–20 feet away from roads or buildings for safety. Enjoy setting up your Halo Zone!
Customer (8I46y_ZX...) | 2025-09-16 01:37:23 UTC | halocollar.com
How do we set up the zone beacon
System/AI | 2025-09-16 01:37:59 UTC | halocollar.com
Setting up a Zone Beacon is easy! Open the Halo App and go to Settings > My Beacons > + Add Beacon. Choose the Zone Beacon type and let the app find nearby beacons. When the beacon shows up, match its serial number with the one in the app, tap to select, and configure it. You can name the beacon, decide its function (Keep-Away or Ignore Zone), and set the zone radius. You can adjust these settings anytime in the app under Settings > Beacons. Have fun setting up your zones!
STATUS CHANGE | Unknown | 2025-09-16 03:38:28 UTC | Status: CLOSED

💬 Conversation: XbToe_kmTCqbeCGaMCmEnA

Messages 1
Customers 1
Duration 2025-09-16 01:37:35 UTC to 2025-09-16 01:37:35 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:37:35 UTC | Status: CLOSED

💬 Conversation: KoSDdxsxRFuHansRuXeQ2A

Messages 1
Customers 1
Duration 2025-09-16 01:38:35 UTC to 2025-09-16 01:38:35 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:38:35 UTC | Status: CLOSED

💬 Conversation: 5YPlEUgTQI2zEOr_ACAzBA

Messages 5
Customers 1
Duration 2025-09-16 01:38:59 UTC to 2025-09-16 13:40:06 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:40:01 UTC
Added: wOOHNF34TjWK3GOxS4wVjQ
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:40:03 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Alan Byler Email: abyler02@icloud.com Phone Number: unknown Collar SN: 25h4110381rt (Miles) - Halo 4 for replacement order #AW-20250512-16573 purchased from Amazon/AM-FBA18JPKHJ07. Collar SN: 25h4160970rt (Oscar) - Halo 4 for replacement order #AW-20250428-11679 purchased from Amazon/AM-FBA18MTWHRTX. Collar FW: both collars: v.03.00.05 on 08/18/2025 23:12 Collar Purchased From: Amazon/AM-FBA18JPKHJ07 & Amazon/AM-FBA18MTWHRTX Resources: Verified CX in AP, Gladly. Recap/TS: CX has two Halo 4 collars showing a critical error in AP. Advised DP session to get eyes on the issue. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:40:06 UTC | Status: CLOSED

💬 Conversation: G7ev6nThQ0uTdSNma0orVQ

Messages 3
Customers 1
Duration 2025-09-16 01:39:20 UTC to 2025-09-16 03:40:29 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (DLt9Mm3B...) | 2025-09-16 01:39:20 UTC | halocollar.com
collar keeps loosing signal and goes unresponsive
System/AI | 2025-09-16 01:39:48 UTC | halocollar.com
Hi there! I'm sorry to hear about the signal issues with your Halo Collar. Let's try a few steps to get it back on track: Ensure Proper Charging: Make sure the collar is fully charged and the charging port is clean and dry. Use the original Halo charging cable. Check Connectivity: Ensure the collar is within range of a strong Wi-Fi or cell signal when in use. The collar uses GPS and LTE for location tracking, and poor signal can affect performance. Firmware Updates: Ensure your collar's firmware is up-to-date. Updates happen automatically when connected to Wi-Fi. If these steps don't resolve the issue, please reach out to our support team for further assistance.
STATUS CHANGE | Unknown | 2025-09-16 03:40:29 UTC | Status: CLOSED

💬 Conversation: PD2HeP5lQwengyGARvV3Mg

Messages 1
Customers 1
Duration 2025-09-16 01:40:39 UTC to 2025-09-16 01:40:39 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:40:39 UTC | Status: CLOSED

💬 Conversation: bfiVsUv1SgCRlw1qQAYSsg

Messages 1
Customers 1
Duration 2025-09-16 01:42:39 UTC to 2025-09-16 01:42:39 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:42:39 UTC | Status: CLOSED

💬 Conversation: 1k1TBL0FTSal48AfHLBx1g

Messages 1
Customers 1
Duration 2025-09-16 01:43:42 UTC to 2025-09-16 01:43:42 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:43:42 UTC | Status: CLOSED

💬 Conversation: fF-nDpdbRk2x6V6Y5nDA8w

Messages 4
Customers 1
Duration 2025-09-16 01:44:44 UTC to 2025-09-16 23:44:48 UTC
Message Types CHAT_MESSAGE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (n4gPGztz...) | 2025-09-16 01:44:44 UTC | halocollar.com
Agent
System/AI | 2025-09-16 01:44:53 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:44:44 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:44:48 UTC | Status: CLOSED

💬 Conversation: kRyBjfFGSf2OIwaY2E0pGw

Messages 1
Customers 1
Duration 2025-09-16 01:45:42 UTC to 2025-09-16 01:45:42 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:45:42 UTC | Status: CLOSED

💬 Conversation: pkB3cfgXQuavIUamz0fAWg

Messages 5
Customers 1
Duration 2025-09-16 01:46:28 UTC to 2025-09-16 03:49:35 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (nNxKWDcB...) | 2025-09-16 01:46:28 UTC | halocollar.com
Walk
System/AI | 2025-09-16 01:46:48 UTC | halocollar.com
Hello Francie! It looks like you're curious about the walk feature of the Halo Collar. This feature lets you create customizable boundaries for your dog during walks, keeping them safe wherever you go. If you have any questions about setting up a walk or using this feature, just let me know, and I'll be happy to help!
Customer (nNxKWDcB...) | 2025-09-16 01:48:35 UTC | halocollar.com
Beacon and walk info
System/AI | 2025-09-16 01:48:57 UTC | halocollar.com
Halo Beacons are small Bluetooth devices that work with the Halo Collar to create safe or restricted zones for your dog. You can use Zone Beacons to set "Keep Away" or "Ignore Fence" areas, and Remote Beacons for manual feedback. For walks, the Halo Collar lets you track distance, time, and speed while your dog can cross fences without feedback. This feature is great for walks or car rides. If you need help setting up or using these features, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 03:49:35 UTC | Status: CLOSED

💬 Conversation: _dcEm2oVSAeX0RmKPPfTbA

Messages 6
Customers 1
Duration 2025-09-16 01:46:38 UTC to 2025-09-16 23:45:30 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (_wAESkNe...) | 2025-09-16 01:46:38 UTC | halocollar.com
Hello,
System/AI | 2025-09-16 01:46:51 UTC | halocollar.com
Hi Bruno! Welcome to Halo Collar customer support. How can I assist you today with your Halo Collar product? 😊
Customer (_wAESkNe...) | 2025-09-16 01:47:19 UTC | halocollar.com
Lost one of the retaining screws for the collar. Where can I purchase a replacement?
System/AI | 2025-09-16 01:47:53 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:45:24 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:45:30 UTC | Status: CLOSED

💬 Conversation: YGz1_ze0QC-QAxULYSzHkQ

Messages 5
Customers 1
Duration 2025-09-16 01:49:20 UTC to 2025-09-16 12:41:21 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 12:40:28 UTC
Added: NCR2euIFTRyzoCpXePNHpw
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 12:41:21 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Brad Gouzie Email: bradgouzie@gmail.com Phone Number: Collar SN: Collar FW: Collar Purchased From: Resources: Gladly, AP Recap/TS: Cx demanding a discount for a new collar because their old collar batttery died. Email cx " Halo Collar Upgrade Options" Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 12:41:21 UTC | Status: CLOSED

💬 Conversation: 8vbYXsinQPej1yY2RTyr0A

Messages 14
Customers 1
Duration 2025-09-16 01:50:28 UTC to 2025-09-16 20:10:12 UTC
Message Types CHAT_MESSAGE: 5, EMAIL: 3, TOPIC_CHANGE: 2, PHONE_CALL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (yFKHYi6D...) | 2025-09-16 01:50:28 UTC | halocollar.com
My collars are malfunctioning again….
System/AI | 2025-09-16 01:50:54 UTC | halocollar.com
Hi Vicki, I'm sorry to hear your collars are acting up again. Let's try these steps to fix the issue: Make sure the collars are charged with the original Halo charging cable and look for a blinking green battery light. Ensure Bluetooth is on and your phone is within 50 feet of the collar. If the problem continues, it might be a diagnostic error, and a replacement could be needed. Please check your email for a confirmation message to verify your shipping address for a replacement. If you need more help, feel free to reach out to our live support team.
Customer (yFKHYi6D...) | 2025-09-16 01:52:11 UTC | halocollar.com
Blinking red… it doesn’t ask me to confirm shipping address
System/AI | 2025-09-16 01:52:43 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 19:47:08 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 20:00:38 UTC
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 20:06:44 UTC
Agent (xJ3NOJLY...) | 2025-09-16 20:08:41 UTC | halocollar.com
Live Team Notes Serial Numbers: 25h4121835rt FW: v.03.00.05 Issue/ Need: Cx has a diagnostic issue and needs to confirm the address. The cx did not answer my call Troubleshooting & Actions Taken: Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 20:09:52 UTC
Live Team Notes Serial Numbers: 25h4121835rt FW: v.03.00.05 Issue/ Need: Cx has a diagnostic issue and needs to confirm the address. The cx did not answer my call Troubleshooting & Actions Taken: I called twice, but the cx did not answer I did send the link to confirm the address and explained this in my second voicemail Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide before escalating. Incomplete escalations will be returned for follow-up with the customer. CW
TOPIC CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 20:10:10 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 20:10:12 UTC | Status: CLOSED

💬 Conversation: R55ena-zSEu_b5GS7UfA4Q

Messages 1
Customers 1
Duration 2025-09-16 01:50:54 UTC to 2025-09-16 01:50:54 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:50:54 UTC | Status: CLOSED

💬 Conversation: FzECRooMTCeEFKFPOcsaqw

Messages 5
Customers 1
Duration 2025-09-16 01:51:04 UTC to 2025-09-16 18:42:59 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (C8-jOd91...) | 2025-09-16 01:51:04 UTC | halocollar.com
One of our collars will not charge
System/AI | 2025-09-16 01:51:45 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:42:57 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:42:59 UTC | Status: CLOSED

💬 Conversation: r73jIVJ-RBSOMCge9zdOiA

Messages 7
Customers 1
Duration 2025-09-16 01:51:43 UTC to 2025-09-16 23:46:30 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (e07jLDk2...) | 2025-09-16 01:51:43 UTC | halocollar.com
Replacement parts for halo one
System/AI | 2025-09-16 01:52:03 UTC | halocollar.com
You can order replacement parts for your Halo One collar, like cases, straps, charging equipment, and contact tips, from our Online Store. We offer a variety of accessories to suit your needs. If you need screws or clips for your collar, please contact our live support team for assistance in obtaining these replacement parts. For any other specific parts or issues, feel free to reach out to our support team for further help.
Customer (e07jLDk2...) | 2025-09-16 01:53:32 UTC | halocollar.com
live support
System/AI | 2025-09-16 01:53:45 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:45:58 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:46:30 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:46:30 UTC | Status: CLOSED

💬 Conversation: ibMSOM5jS6ekjFjhwqUIZQ

Messages 1
Customers 1
Duration 2025-09-16 01:52:55 UTC to 2025-09-16 01:52:55 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:52:55 UTC | Status: CLOSED

💬 Conversation: l5bTpdKnS9Gy9atYSgEQfQ

Messages 8
Customers 1
Duration 2025-09-16 01:57:19 UTC to 2025-09-16 12:28:29 UTC
Message Types CHAT_MESSAGE: 3, PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (ycK5mWkx...) | 2025-09-16 01:57:19 UTC | halocollar.com
There is a motion sensor issue on the app and the collar is continuously buzzing. Is there a reset I can do?
System/AI | 2025-09-16 01:58:01 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (ycK5mWkx...) | 2025-09-16 02:00:24 UTC | halocollar.com
Can I speak with anyone now?
PHONE_CALL | Customer (ycK5mWkx...) | 2025-09-16 12:11:10 UTC
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 12:24:39 UTC
Live Team Notes Serial Numbers: 24h4482287rt FW: n/a warranty ID: AW-20250915-46051 Issue/ Need: Yesterday, the collar was malfunctioning. When I put it on the charger and then took it off, it started buzzing. The app says there's a motion sensor issue. Dog has to be put in canal because she can't be left out. Overnight shipping? Beeping doesn't stop, turn off collar. Troubleshooting & Actions Taken: address confirmed Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 12:25:30 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (R0Luxcqv...) | 2025-09-16 12:28:29 UTC | Status: CLOSED

💬 Conversation: rNbxvVj8Sm2uh6Mr5vncGg

Messages 6
Customers 1
Duration 2025-09-16 01:58:01 UTC to 2025-09-16 23:57:14 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (E9jcDqMD...) | 2025-09-16 01:58:01 UTC | halocollar.com
My dogs collar won’t charge
System/AI | 2025-09-16 01:58:22 UTC | halocollar.com
I'm sorry to hear about the charging issue with your dog's collar. Please make sure you're using the original Halo charging cable and that the charging port is clean and dry. Look for a blinking green battery light when it's plugged in. If the collar still won't charge, try a different USB-C cable and charging block to rule out charger issues. Check the charging port for debris and clean it with a Q-tip and rubbing alcohol if needed. If these steps don't fix the problem, please reach out to Halo live support for further help.
Customer (E9jcDqMD...) | 2025-09-16 01:59:06 UTC | halocollar.com
none of those things work I did that alread
System/AI | 2025-09-16 01:59:18 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:57:13 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 23:57:14 UTC | Status: CLOSED

💬 Conversation: H92zW-jyTQGKE9Jhz-NGoQ

Messages 1
Customers 1
Duration 2025-09-16 01:58:58 UTC to 2025-09-16 01:58:58 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 01:58:58 UTC | Status: CLOSED

💬 Conversation: IT5Fg3tBSVqDpWr1QTSgAg

Messages 4
Customers 1
Duration 2025-09-16 02:00:53 UTC to 2025-09-16 12:42:45 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 12:42:42 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 12:42:45 UTC | Status: CLOSED

💬 Conversation: 02mrZ-S5TauZ83cdAk67cw

Messages 7
Customers 1
Duration 2025-09-16 02:00:53 UTC to 2025-09-16 23:59:15 UTC
Message Types CHAT_MESSAGE: 7
Customer (lPcc6tMy...) | 2025-09-16 02:00:53 UTC | halocollar.com
Hi
System/AI | 2025-09-16 02:01:07 UTC | halocollar.com
Hi Karissa! How can I help you with your Halo Collar today? If you have any questions or need assistance, just let me know.
Customer (lPcc6tMy...) | 2025-09-16 02:01:32 UTC | halocollar.com
I’ve been waiting for a return address sticker to return my halo. There’s no co operation
System/AI | 2025-09-16 02:02:01 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (lPcc6tMy...) | 2025-09-16 02:02:18 UTC | halocollar.com
just send me the address I can return it to then we can deal with the refund in small claims court.
Customer (lPcc6tMy...) | 2025-09-16 02:02:47 UTC | halocollar.com
I’ve done all that 2x
Agent (B63iEj1y...) | 2025-09-16 23:59:15 UTC | halocollar.com
Hi There ! We understand your concern and are committed to resolving this matter. Our goal is to work with you to find a satisfactory solution without the need for legal action.

💬 Conversation: ClgLMXInTHefiK_2bTg34w

Messages 5
Customers 1
Duration 2025-09-16 02:01:34 UTC to 2025-09-16 04:03:56 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (o7Nozcmz...) | 2025-09-16 02:01:34 UTC | halocollar.com
my collar doesn't seem to be vibrating or shocking when doing feedback
System/AI | 2025-09-16 02:01:58 UTC | halocollar.com
Hi there! Let's get your collar working properly. First, check the feedback settings in the Halo App. Open the app, tap My Map, select your pet, and swipe up on the Pet Card. Then, tap Feedback Settings to adjust the types and intensity of feedback. Also, ensure the collar's firmware is up to date and use the "Test on Collar" feature to test it. If the static feedback still isn't working, inspect and clean the contact tips. For more help, you can refer to the Halo training program. Let me know if you need further assistance!
Customer (o7Nozcmz...) | 2025-09-16 02:02:23 UTC | halocollar.com
I've done this
System/AI | 2025-09-16 02:02:56 UTC | halocollar.com
If you've tried adjusting the settings and updating the firmware with no success, try performing a simple test. Use the "Forearm Test" by placing the contact tips against your forearm or thigh to check if you're feeling any static feedback. If the problem persists, please ensure your contact tips are clean and properly attached. For further assistance, consider reaching out to our support team for more in-depth troubleshooting. We're here to help!
STATUS CHANGE | Unknown | 2025-09-16 04:03:56 UTC | Status: CLOSED

💬 Conversation: XCvhk1irQfqOUBDrNrSKxw

Messages 4
Customers 1
Duration 2025-09-16 02:04:39 UTC to 2025-09-16 02:06:15 UTC
Message Types CHAT_MESSAGE: 4
Customer (i_6R7SDf...) | 2025-09-16 02:04:39 UTC | halocollar.com
Our collar is no longer tracking
System/AI | 2025-09-16 02:05:00 UTC | halocollar.com
I'm sorry to hear that your collar isn't tracking. Please try reinitializing the GPS by taking the collar outside to an open area away from buildings and trees. Keep it still until the GPS light changes to blinking green (Halo 4) or blue (Halo 3/older). If the issue persists, make sure the collar is charged and connected to Wi-Fi or LTE for the best accuracy. If you still experience problems, it may require further troubleshooting or support from our team.
Customer (i_6R7SDf...) | 2025-09-16 02:05:40 UTC | halocollar.com
All of that has been done
System/AI | 2025-09-16 02:06:15 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: zlUZE9_6S32AOBV1M-xYjA

Messages 14
Customers 1
Duration 2025-09-16 02:16:15 UTC to 2025-09-16 15:27:49 UTC
Message Types EMAIL: 6, CONVERSATION_STATUS_CHANGE: 6, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Customer (LFZS8pAu...) | 2025-09-16 02:16:15 UTC | Status: OPEN
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 12:53:05 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Whitney Moore Email: whitneyblatt10@gmail.com Phone number: +16019411045 Collar SN: 25h4244170rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 143 Sandy Lane City: Flora State: MS Postal code: 39071 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Strap Kit - Orchid For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 12:53:28 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:13:59 UTC | Status: CLOSED
STATUS CHANGE | Customer (LFZS8pAu...) | 2025-09-16 15:24:31 UTC | Status: OPEN
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:25:40 UTC | Status: CLOSED
STATUS CHANGE | Customer (LFZS8pAu...) | 2025-09-16 15:27:21 UTC | Status: OPEN
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:27:49 UTC | Status: CLOSED

💬 Conversation: jrEAu0OaR-GpW5Vs6wxKhg

Messages 5
Customers 1
Duration 2025-09-16 02:19:35 UTC to 2025-09-16 04:21:05 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (6Gicdwys...) | 2025-09-16 02:19:35 UTC | halocollar.com
I need a charger for my collar
System/AI | 2025-09-16 02:19:57 UTC | halocollar.com
Hi there! You can purchase a charger for your Halo Collar from our Accessory Shop. Just make sure to select the correct charging adapter for your specific collar model to ensure compatibility. If your collar uses a magnetic charger, it requires the specific adapter that comes with the kit for proper charging. These adapters are sold exclusively on the Halo website and are not interchangeable with third-party products. If you need further assistance, feel free to reach out!
Customer (6Gicdwys...) | 2025-09-16 02:20:39 UTC | halocollar.com
What model is my charger I purchased in 2021
System/AI | 2025-09-16 02:21:03 UTC | halocollar.com
Hi Conner! If you purchased your Halo Collar in 2021, it's probably a Halo 2 or 2+ model, which usually uses a USB-C cable for charging. Please check the charging port on your collar to confirm, and feel free to reach out if you need any more assistance!
STATUS CHANGE | Unknown | 2025-09-16 04:21:05 UTC | Status: CLOSED

💬 Conversation: PVqeAysRQrO7oAuDAioF3g

Messages 3
Customers 1
Duration 2025-09-16 02:23:45 UTC to 2025-09-16 04:25:09 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (jjZDcEqw...) | 2025-09-16 02:23:45 UTC | halocollar.com
My collars were purchased within 90 days why isn’t it giving me the option to return?
System/AI | 2025-09-16 02:24:09 UTC | halocollar.com
Hi there! To return your Halo Collar within 90 days, please make sure it was purchased directly from our website, is undamaged, and that you have a Return Merchandise Authorization (RMA). If these conditions are met, you should be able to initiate a return. Could you double-check your order number and email to ensure there are no spaces when entering them? If the issue persists, our live support team is ready to help. For detailed steps on starting a return, you can visit this link.
STATUS CHANGE | Unknown | 2025-09-16 04:25:09 UTC | Status: CLOSED

💬 Conversation: lWquD1zzQ7esjevdyfTUDg

Messages 3
Customers 1
Duration 2025-09-16 02:26:45 UTC to 2025-09-16 04:27:12 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (aS0mEeNE...) | 2025-09-16 02:26:45 UTC | halocollar.com
I need to add fences and boundaroedb
System/AI | 2025-09-16 02:27:08 UTC | halocollar.com
Hey there! To add fences and boundaries using your Halo Collar, just open the Halo App and tap on 'My Map' in the bottom-left corner. Slide up the 'Find & Manage Pets' card and tap 'Add Fence.' You can either drag the marker to your property or enter your address to create a fence. You can customize your fences, and with a Bronze Pack, you can create up to 5 fences, 20 with Silver, and unlimited with Gold. Just make sure your fence is at least 30 ft x 30 ft and 20 feet away from roads or your home for safety. For more detailed instructions, check out this guide.
STATUS CHANGE | Unknown | 2025-09-16 04:27:12 UTC | Status: CLOSED

💬 Conversation: VnEmJX1zQMOXtfmv-n8KGQ

Messages 2
Customers 1
Duration 2025-09-16 02:26:48 UTC to 2025-09-16 02:27:07 UTC
Message Types CHAT_MESSAGE: 2
Customer (7rK6435b...) | 2025-09-16 02:26:48 UTC | halocollar.com
what size prongs should I use on my boxer dogs?
System/AI | 2025-09-16 02:27:07 UTC | halocollar.com
For Boxer dogs, if they have short hair, the Short Tips (9mm) are recommended for effective feedback. If your Boxer has longer fur, you might need the Long Tips (19mm). Always ensure the tips make contact with the skin for optimal functionality. Feel free to visit our Accessories page if you need to purchase additional contact tips.

💬 Conversation: 94botNILQE6qQeXeV-HtSA

Messages 6
Customers 1
Duration 2025-09-16 02:39:10 UTC to 2025-09-16 13:44:40 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Customer (6ZBnn992...) | 2025-09-16 02:39:10 UTC | Status: OPEN
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:44:32 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Will Ingraham Email: ibanezfreak4@yahoo.com Phone Number: Collar SN: 21h2522477rt (Rory) - Halo 1 from order #1100394 was removed from account on Aug 13, 2025, 4:48 AM Collar FW: v.02.06.05 on 05/16/2025 18:23 Collar Purchased From: Halo/1100394 Resources: Verified CX in AP, Gladly Recap/TS: Affiliate macro. Next Steps:
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:44:32 UTC
Added: izbl69d5Q6CYNSAx5eu-KQ | Removed: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:44:40 UTC | Status: CLOSED

💬 Conversation: vtIo1y_ATXeTkcj1TAPivg

Messages 9
Customers 1
Duration 2025-09-16 02:45:27 UTC to 2025-09-16 20:59:50 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 2, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1
Customer (feBsjKDo...) | 2025-09-16 02:45:27 UTC | halocollar.com
I did the cleaning and hard reset on collar. No lights appeared
STATUS CHANGE | Customer (feBsjKDo...) | 2025-09-16 02:45:27 UTC | Status: OPEN
System/AI | 2025-09-16 02:45:41 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:44:23 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 20:45:32 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 20:59:42 UTC
Serial Numbers: 24h3310622rt FW: 03.00.05 Issue/ Need: Cx stated, "Collar does not turn on, does not charge. Did the cleaning and hard reset, and still does not turn on." Troubleshooting & Actions Taken: Cx cleaned pins Performed a hard reset Tested the charger on another device — confirmed it works Tried both chargers Verified block is 20W Reported pet went into the water before the collar started to mess up Resources Used: AP Next Steps: Follow up with Phone/Email – Follow Up Warranty macro
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:59:48 UTC
Added: 76jKdDJqQKG1X52gm4kjGg, f5K70j-7T1qdE8RdQP8GZg
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:59:50 UTC | Status: CLOSED

💬 Conversation: -YFIgPixRCWOhUEd5v69Hg

Messages 3
Customers 1
Duration 2025-09-16 02:45:33 UTC to 2025-09-16 04:46:30 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (4aKsN60D...) | 2025-09-16 02:45:33 UTC | halocollar.com
replacement charger
System/AI | 2025-09-16 02:45:59 UTC | halocollar.com
Hi there! If you need a replacement charger for your Halo Collar, make sure to use the provided USB-C charging cable and a compatible USB-C wall charger. You can test the USB-C cable and charging block on another device to ensure they work. If you need to purchase a new charger, you can visit the Halo Collar website or contact Halo support for assistance. They'll be happy to guide you on how to obtain a replacement charger if necessary.
STATUS CHANGE | Unknown | 2025-09-16 04:46:30 UTC | Status: CLOSED

💬 Conversation: JK5Q_yYKRZ26A8_XzxXkfQ

Messages 5
Customers 1
Duration 2025-09-16 02:47:10 UTC to 2025-09-16 12:51:33 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 12:51:22 UTC
Live Team Notes Serial Numbers:25h4190240rt FW:v.03.00.05 Issue/ Need: Cx says they recently received the credit back to their credit card but then it disappeared. cx asked "does this typically happen?" Troubleshooting & Actions Taken: Advsd cx "Yes, that is normal" Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:51:31 UTC
Added: lDABD6XfSDadjp6utMv7LA
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:51:33 UTC | Status: CLOSED

💬 Conversation: w0zTLAbeQRKh6BBbTEYT2g

Messages 2
Customers 1
Duration 2025-09-16 02:51:05 UTC to 2025-09-16 02:51:33 UTC
Message Types CHAT_MESSAGE: 2
Customer (ygvuJNnV...) | 2025-09-16 02:51:05 UTC | halocollar.com
Replacement screw with posts
System/AI | 2025-09-16 02:51:33 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: fKkNR5eUSmOYJcruJVckBQ

Messages 4
Customers 1
Duration 2025-09-16 02:52:43 UTC to 2025-09-16 12:47:25 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 12:47:24 UTC
Added: 6jk7DobMRw2g1ATE6kOMjw | Removed: C601BWVnSViGn9DDMDr6WQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 12:47:25 UTC | Status: CLOSED

💬 Conversation: lqTHrXaBSKOlwdBUnFv-qA

Messages 5
Customers 1
Duration 2025-09-16 02:59:15 UTC to 2025-09-16 12:59:16 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 12:58:49 UTC
Live Team Notes Serial Numbers:25h4326111rt/25h4150293rt /25h4150747rt FW:03.00.05 Issue/ Need: Cx is asking for rivet screw replacement Troubleshooting & Actions Taken: Asked cx for ARF info for strap adjustment kit Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:59:15 UTC
Added: 4NylcZCDQ_-lGn_argWI_w
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:59:16 UTC | Status: CLOSED

💬 Conversation: 2wLfBlIMQpmQ1VWIMkQWrA

Messages 4
Customers 1
Duration 2025-09-16 03:01:11 UTC to 2025-09-16 03:16:31 UTC
Message Types CHAT_MESSAGE: 4
Customer (_Pa7Y44l...) | 2025-09-16 03:01:11 UTC | halocollar.com
halo4 collar keeps giving my dog corrections when hes no where close to the geo fence
System/AI | 2025-09-16 03:01:22 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (_Pa7Y44l...) | 2025-09-16 03:16:18 UTC | halocollar.com
the app isnt working
Customer (_Pa7Y44l...) | 2025-09-16 03:16:31 UTC | halocollar.com
im typing into it but it wont send

💬 Conversation: Ars7wS1JQuSduMuy8qhmjA

Messages 4
Customers 1
Duration 2025-09-16 03:04:21 UTC to 2025-09-16 13:26:49 UTC
Message Types EMAIL: 3, PHONE_CALL: 1
PHONE_CALL | Customer (-KsylHJW...) | 2025-09-16 13:26:49 UTC

💬 Conversation: I1ur-DvaR1eS_7b622KDOQ

Messages 6
Customers 1
Duration 2025-09-16 03:05:52 UTC to 2025-09-16 13:02:34 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Customer (c-cTvlgn...) | 2025-09-16 03:05:52 UTC | Status: OPEN
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:02:16 UTC
Added: UNYy8zJMRzuqZ0-CQlyc1Q, xuobtcPqSGuD7uwjUFZzMQ, PT5SzfGLQx6qJKX6efjzxA | Removed: DWX7EuMeSkumrbZ8T4AUPQ
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:02:33 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: UNKNOWN Email: denisek6659@gmail.com / No account with this email & no name Phone Number:unknown Collar SN: unknown Collar FW: unknown Collar Purchased From: unknown Resources: Could NOT verify CX in AP, Gladly / No account with this email & no name Recap/TS: CX sent empty zip file log- NO account with this email & no name - need more information Next Steps: email Next agent, please update this CX's contact information in Glaldly when CX responds.
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:02:34 UTC | Status: CLOSED

💬 Conversation: ejTyx-kfTcua5mNchRrokA

Messages 7
Customers 1
Duration 2025-09-16 03:12:23 UTC to 2025-09-16 05:16:58 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (nWUp45v7...) | 2025-09-16 03:12:23 UTC | halocollar.com
hi, do you offer a military discount?
System/AI | 2025-09-16 03:12:45 UTC | halocollar.com
Hi there! Currently, we don't offer a military discount, but we truly appreciate your service. Please keep an eye on our website and email newsletters for any future promotions or discounts. If you have any other questions or need further assistance, feel free to ask!
Customer (nWUp45v7...) | 2025-09-16 03:13:32 UTC | halocollar.com
can you please give me a full list of current promo codes I can use towards my purchase?
System/AI | 2025-09-16 03:14:09 UTC | halocollar.com
Hi there! Currently, all active Halo Collar promotions are listed on our website. If you don't see any, it means there aren't any active promotions right now. For multi-collar purchases, we offer automatic savings: 2 Collars – Save $50 (Code: 2HALOS) 3 Collars – Save $100 (Code: 3HALOS) 4 Collars – Save $100 (Code: 4HALOS) 5 Collars – Save $100 (Code: 5HALOS) Be sure to check our website regularly for updates on new promotions or join our mailing list to get the latest deals. Let me know if you have any other questions!
Customer (nWUp45v7...) | 2025-09-16 03:15:41 UTC | halocollar.com
what promo codes do you offer if buying a single collar
System/AI | 2025-09-16 03:16:01 UTC | halocollar.com
Hi there! At the moment, we don't have any specific promo codes for purchasing a single Halo Collar. However, you can find all active promotions on our website. I suggest checking it regularly or subscribing to our mailing list for updates on future discounts. If you have any more questions or need further assistance, just let me know!
STATUS CHANGE | Unknown | 2025-09-16 05:16:58 UTC | Status: CLOSED

💬 Conversation: qiimWmpvQmys1caWG-aG1Q

Messages 2
Customers 1
Duration 2025-09-16 03:14:54 UTC to 2025-09-16 03:50:26 UTC
Message Types EMAIL: 2

💬 Conversation: xxutnu4YRrKLrrilbA4yCw

Messages 5
Customers 1
Duration 2025-09-16 03:23:20 UTC to 2025-09-16 12:59:43 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 12:59:38 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 12:59:43 UTC | Status: CLOSED

💬 Conversation: QpS83--NR0yferS0PL5DaQ

Messages 2
Customers 1
Duration 2025-09-16 03:24:47 UTC to 2025-09-16 03:24:58 UTC
Message Types CHAT_MESSAGE: 2
Customer (aXgGSee1...) | 2025-09-16 03:24:47 UTC | halocollar.com
I got a notification the collar wasn’t charging, I went to check it and the charger and collar was so hot to touch it burned my fingers, what do i do, I’m scared to try to keep charging it
System/AI | 2025-09-16 03:24:58 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: ylB8YT42RDygB5ZSIta4Ew

Messages 6
Customers 1
Duration 2025-09-16 03:27:17 UTC to 2025-09-16 13:25:52 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 13:24:02 UTC
Live Team Notes Serial Numbers:n/a FW:n/a Issue/ Need: Cx says they got a notification the collar wasn’t charging and went to check it and the charger and collar was so hot to touch it burned their fingers, cx aked what do they do saying they are scared to try to keep charging it Troubleshooting & Actions Taken: Offered WR and asked for ARF info for new charging kit - also asked for cx to confirm collar not in use - also asked for account info and collar type as their email is not in AP Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly, ts t1 guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:24:20 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 13:25:45 UTC
Next steps: When cx replies confirming collar is not in use, please submit the WR Please also submit ARF for a new charging kit (cx will let us know sn# of collar and if they use a mag)
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:25:52 UTC | Status: CLOSED

💬 Conversation: y8DQk6oGToKmW2TSg7WV8Q

Messages 3
Customers 1
Duration 2025-09-16 03:56:52 UTC to 2025-09-16 05:57:39 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (wysx0X52...) | 2025-09-16 03:56:52 UTC | halocollar.com
I need a new charger for my halo 3. It has the magnetic charger
System/AI | 2025-09-16 03:57:14 UTC | halocollar.com
Hi there! You can purchase a new magnetic charger for your Halo 3 at our Online Store. Just make sure to select the correct charging adapter for your specific collar model. These adapters are sold exclusively on the Halo website and are not interchangeable with third-party products. If you have any issues with ordering, feel free to reach out for further assistance. Happy shopping!
STATUS CHANGE | Unknown | 2025-09-16 05:57:39 UTC | Status: CLOSED

💬 Conversation: LxancUtZQi-3D3FFNrK8ow

Messages 6
Customers 1
Duration 2025-09-16 03:57:37 UTC to 2025-09-16 04:07:10 UTC
Message Types CHAT_MESSAGE: 6
Customer (5O62ZLZx...) | 2025-09-16 03:57:37 UTC | halocollar.com
how does a beacon work
System/AI | 2025-09-16 03:57:56 UTC | halocollar.com
Halo Beacons are small Bluetooth devices that work with the Halo Collar to create safe or restricted areas for your dog. They can be used both indoors and outdoors to set "Keep Away" or "Ignore Fence" zones. Each beacon can have a custom radius, affecting areas above or below it, and can be managed through the Halo app. Beacons are optional and not included with the Halo Collar kit, but they enhance the system by offering more control over your dog's boundaries.
Customer (5O62ZLZx...) | 2025-09-16 04:00:18 UTC | halocollar.com
why can't I change the mode on my beacon
System/AI | 2025-09-16 04:00:40 UTC | halocollar.com
Hi there! If you're having trouble changing the mode on your beacon, first make sure it's properly paired with your Halo app and that the battery is charged. You can manage the beacon settings in the app under Settings > My Beacons. If the issue continues, the beacon might be defective. Please reach out to customer support for further assistance or a possible replacement. We're here to help!
Customer (5O62ZLZx...) | 2025-09-16 04:06:39 UTC | halocollar.com
my beacon won't turn on after changing the battery to a new battery
System/AI | 2025-09-16 04:07:10 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 7UuHyK3wQCKSr9ZBORIpCQ

Messages 9
Customers 1
Duration 2025-09-16 04:06:36 UTC to 2025-09-16 17:04:41 UTC
Message Types EMAIL: 4, CONVERSATION_STATUS_CHANGE: 4, CONVERSATION_NOTE: 1
STATUS CHANGE | Customer (WFnHIWPK...) | 2025-09-16 04:06:36 UTC | Status: OPEN
AGENT NOTE | Agent (YumuZHIE...) | 2025-09-16 13:20:56 UTC
Intermediate Notes Issue/ Need: New H4 kit needed Previous Steps:(previous interactions) Emma has been in communication with cx about their experience. Has been back and forth with agents and a previous issue resulted in cx being short one of their collars. One of their 6 collar was lost due to a strap failure and previous support offered an upgrade of one of their current collars rather than replacing as a courtesy. Emma confirmed all information and determined cx still needs a collar and requested to send either an H3 or H4 kit. Tasked to the team while she was OOO. Recap/TS: (current interaction) Discussed with Rachel and she confirmed we can send an H4 kit. I reached out to the cx to confirm we could send them a new H4 kit at no cost and asked they provide their color choice. Cx confirmed their address and advised they'd prefer a blue/midnight collar. I've setup the CSA order in Woo for the Midnight H4 kit and confirmed with the cx. Resources: (Articles, Slack Threads, Docs) Woo - Setup CSA order for H4 kit (midnight) 1660274 Next Steps: Cx to receive their H4 kit soon. Nothing further needed at this time unless they reach back out with any questions or concerns.
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 13:22:28 UTC | Status: CLOSED
STATUS CHANGE | Customer (WFnHIWPK...) | 2025-09-16 14:54:28 UTC | Status: OPEN
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 17:04:41 UTC | Status: CLOSED

💬 Conversation: LDQ0DCJxT52IyDoutbiYww

Messages 2
Customers 1
Duration 2025-09-16 04:13:40 UTC to 2025-09-16 06:14:00 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 06:14:00 UTC | Status: CLOSED

💬 Conversation: DonuwzX6RNuuItufyP4rXw

Messages 3
Customers 1
Duration 2025-09-16 04:24:54 UTC to 2025-09-16 06:26:05 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (t8iOgjaT...) | 2025-09-16 04:24:54 UTC | halocollar.com
Will you be shipping to Australia in the forseeable future?
System/AI | 2025-09-16 04:25:14 UTC | halocollar.com
Hi there! Currently, Halo Collar ships only to the United States and Canada, so we don't ship to Australia just yet. However, we're actively working on expanding our shipping regions. I recommend signing up for our mailing list to get updates on any changes to our shipping policies. Thanks for your interest in Halo Collar!
STATUS CHANGE | Unknown | 2025-09-16 06:26:05 UTC | Status: CLOSED

💬 Conversation: SIzjOsa9T5SrXe0OQmDI1w

Messages 9
Customers 1
Duration 2025-09-16 04:34:27 UTC to 2025-09-16 04:46:42 UTC
Message Types CHAT_MESSAGE: 9
Customer (eP99PXjK...) | 2025-09-16 04:34:27 UTC | halocollar.com
We got an email stating the collar had a critical issue and needed a replacement.
Customer (eP99PXjK...) | 2025-09-16 04:34:50 UTC | halocollar.com
And to reach out to support and not to use the collar
System/AI | 2025-09-16 04:34:51 UTC | halocollar.com
Hi there! If your collar has a critical issue and needs replacement, please check your email for a shipping address confirmation. Confirming your address is essential to complete the replacement process. Be sure to look in your inbox, spam, junk, or promotions folders for the email linked to your Halo account. If you can't find it, please contact our Live Support team for further assistance. Once confirmed, your replacement collar will ship within 3-5 business days. You’ll also receive a prepaid return shipping label to send back the defective collar. Let us know if you have any other questions!
System/AI | 2025-09-16 04:35:20 UTC | halocollar.com
Hi there! If you've received an email about a critical issue with your Halo Collar needing replacement, please first check your email for a shipping address confirmation to complete the replacement process. Make sure to look in all inbox folders, including spam and junk. If you don't receive the confirmation email, please contact Live Support for assistance. Once the address is confirmed, the replacement collar will be dispatched within 3-5 business days. Please avoid using the current collar until the replacement arrives for your pet's safety. Let us know if you need further assistance!
Customer (eP99PXjK...) | 2025-09-16 04:36:24 UTC | halocollar.com
When will I get this email?
System/AI | 2025-09-16 04:36:47 UTC | halocollar.com
Hi there! The email for shipping address confirmation is usually sent shortly after we identify the diagnostic issue. If you haven’t received it yet, please check all of your email folders, including spam or junk. If you still don’t find it, please reach out to our Live Support team to have the email resent or for further assistance. We're here to help!
Customer (eP99PXjK...) | 2025-09-16 04:38:03 UTC | halocollar.com
I received the malfunction email an hour and a half ago but no new email yet
System/AI | 2025-09-16 04:38:40 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (eP99PXjK...) | 2025-09-16 04:46:42 UTC | halocollar.com
Will this be covered by warranty

💬 Conversation: eSZ66KlxTTqMBpuhY7keDQ

Messages 5
Customers 1
Duration 2025-09-16 05:01:57 UTC to 2025-09-16 13:03:58 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:02:11 UTC
Added: zHerDDHSRyKoaFtPZdCcew
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 13:03:53 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Halo Collar Reactivation Request Update Email: zanebailey65@gmail.com Phone Number: +15415894868 Collar SN: 25h4192032rt Collar FW: v.03.00.05 Collar Purchased From: Amazon Resources: Gladly, AP Recap/TS: Cx wants to continue using the defective collar until the replacement arrives. According to AP, cx re-added defective collar to their account. Email cx "Halo Collar Reactivation Request Update" Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 13:03:58 UTC | Status: CLOSED

💬 Conversation: WmlII3hNSa-rUbgJD6HNdg

Messages 4
Customers 1
Duration 2025-09-16 05:14:11 UTC to 2025-09-16 13:20:37 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 13:18:04 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) cx not using collar at this time collar returned to Amazon Recap (When/Where/What the customer wants) cx requesting to cancel membership plan refunded $9.99 Action Taken To Date (What has been completed) cancelled plan Customer Notified (Y/ N)? Y Is This Resolved/Follow-Up Required? n/a If Follow Up Is Required (What/When) advising of cancellation and refund Optional Additional Info: n/a Alternate Refunds Team ONLY Note Used by: Live Agent and Alternate Refunds Team When to use: Only when processing an approved alternate refund. Must complete “Live” Note
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:20:37 UTC | Status: CLOSED

💬 Conversation: SBAoeAOZRUWPomt-PbpLlQ

Messages 6
Customers 1
Duration 2025-09-16 06:53:06 UTC to 2025-09-16 06:56:18 UTC
Message Types CHAT_MESSAGE: 6
Customer (hkZUzfJD...) | 2025-09-16 06:53:06 UTC | halocollar.com
My dog's collar is comnected to T-mobile but I don't know why since I do not have that. I cannot get it to pair with my bluetooth due to an incorrect pin
System/AI | 2025-09-16 06:53:47 UTC | halocollar.com
Hi there! The Halo Collar connects to your phone through the Halo App, not via standard Bluetooth settings. Make sure your phone's Bluetooth is on and that the Halo App has Bluetooth permissions. When you open the Halo App, it should automatically detect and connect to the collar. If you're seeing an incorrect pin error, don't worry—manual pairing isn't necessary. If the problem continues, try updating the collar's firmware and ensure the Halo App is up-to-date. These steps should help fix the connectivity issue. Let me know if you need more help!
Customer (hkZUzfJD...) | 2025-09-16 06:54:34 UTC | halocollar.com
I am on Verizon. Not t-mobile. So it is connecting to someone else's phone
System/AI | 2025-09-16 06:55:08 UTC | halocollar.com
The Halo Collar uses built-in LTE for tracking and does not connect to a specific cellular provider's plan like Verizon or T-Mobile. Instead, it uses pre-installed SIM cards to connect to the strongest network signal via your active Halo Membership Plan. Rest assured, your Halo Collar isn't sharing connections with someone else's phone. It operates independently to track your dog safely. If you're experiencing connection issues, please try power cycling the device or check the collar's Pet Card in your Halo App to verify its LTE connection status.
Customer (hkZUzfJD...) | 2025-09-16 06:55:44 UTC | halocollar.com
It keeps saying t-mobile but never verizon
System/AI | 2025-09-16 06:56:18 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: RkYowUftQeSgjPa4bPUy-g

Messages 5
Customers 1
Duration 2025-09-16 08:37:49 UTC to 2025-09-16 13:05:07 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:04:57 UTC
First and Last Name: Nancy Bucciarelli Email: Nbuc@bcglassinc.com Phone Number: Collar SN: 25h4306882rt Collar FW: v.02.06.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The previous agent assisted the cx with their billing issue. The cx says thank you. Next Steps: Send the cx a follow-up email. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:05:05 UTC
Added: QSmWMBlfSHG2Clds37d6NQ
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:05:07 UTC | Status: CLOSED

💬 Conversation: Do0L8P_ZRQKYrkk5OBCB0Q

Messages 2
Customers 1
Duration 2025-09-16 09:05:44 UTC to 2025-09-16 09:05:55 UTC
Message Types CHAT_MESSAGE: 2
Customer (AHiulcT7...) | 2025-09-16 09:05:44 UTC | halocollar.com
I was just charged multiple times while trying to cancel my account. I would like those charges refunded.
System/AI | 2025-09-16 09:05:55 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: fxFWnawJQ4ya4g0Rr2kl3w

Messages 7
Customers 1
Duration 2025-09-16 09:08:11 UTC to 2025-09-16 19:10:16 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 13:27:16 UTC
Live Team Notes Serial Numbers:23h3482324rt FW:v.02.08.11 Issue/ Need:I haven’t been able to use my collar for months, so I went to cancel my account and the cancel was greyed out. I refreshed my account, and it charged me twice ($29.84 and $10.65), I would like both of these refunded please. Been a member for a long time, had multiple collars. Troubleshooting & Actions Taken: the charges were from the back charges for failed payment and the month ahead. Non-refundable. Will escalate to billing with no promises Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Billing Team Escalation Notes Affected Serial Number:23h3482324rt FW:v.02.08.11 Order ID: n/a RMA Ticket #: n/a Subscription Start Date:Dec 14, 2023 Reason for Escalation: cx wants refund of the fees that were paid when he updated the billing to cancel his plan($29.84 and $10.65) Requested Action: request for refund of the fees if possible, explained it is non-refundable, but escalated to billing for final request since cx was trying to cancel
TOPIC CHANGE | Agent (YC_UAXeV...) | 2025-09-16 13:27:30 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 13:27:33 UTC | Status: CLOSED
STATUS CHANGE | Customer (5zoSDfC0...) | 2025-09-16 19:10:16 UTC | Status: OPEN

💬 Conversation: Pqty5MVeRcOGkDLI77c8ZQ

Messages 11
Customers 1
Duration 2025-09-16 09:27:50 UTC to 2025-09-16 13:57:36 UTC
Message Types EMAIL: 4, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:48:02 UTC
Added: Yzbn8c0_TPW-jn3czqo5bg
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:50:51 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Susan Speckhart Email: speckharts@yahoo.com Phone Number: unknown Collar SN: 24h3310690rt (Bo) - Halo 3 from order #1504306 Collar FW: v.02.08.11 on 08/04/2025 09:44 Collar Purchased From: Halo/1504306 Resources: Verified CX in AP, Gladly. Recap/TS: How to update billing information Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:50:56 UTC | Status: CLOSED
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:56:40 UTC | Status: OPEN
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:57:31 UTC
Added: oa5e98htSpOozRqx9wftLg | Removed: Yzbn8c0_TPW-jn3czqo5bg
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:57:33 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Susan Speckhart Email: speckharts@yahoo.com Phone Number: unknown Collar SN: 24h3310690rt (Bo) - Halo 3 from order #1504306 received a critical error in AP, needs WR. RMA: AW-20250916-46144 - CX needs to confirm shipping address - sent link & deactivation notice. Collar FW: v.02.08.11 on 08/04/2025 09:44 Collar Purchased From: Halo/1504306 Resources: Verified CX in AP, Gladly. Recap/TS: Halo 3 collar received a critical error in AP needs WR. Still under Warranty. RMA: AW-20250916-46144 (24h3310690rt) Warranty Replacement - CX needs to confirm shipping address - sent link & deactivation notice. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:57:36 UTC | Status: CLOSED

💬 Conversation: 0ZYvDU-8Q0aqXCDGq455Kg

Messages 10
Customers 1
Duration 2025-09-16 09:42:05 UTC to 2025-09-16 13:55:14 UTC
Message Types EMAIL: 4, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:10:58 UTC
Added: bDcJwjoMTjeffz13hM6gAA
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 13:21:17 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Email: anahibrian002@icloud.com Phone Number: Collar SN: Collar FW: Collar Purchased From: Resources: Gladly, AP Recap/TS: Cx sent empty logs. Cx's email not associated with any account. Email cx "Halo Collar App Logs Received" and to confirm email associated with the account. Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 13:21:18 UTC | Status: CLOSED
STATUS CHANGE | Customer (gMdQtk-U...) | 2025-09-16 13:22:20 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:55:12 UTC
First and Last Name: NA Email: anahibrian002@icloud.com Phone Number: Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: Log submission Next Steps: Email the cx the empty log submission macro. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:55:14 UTC | Status: CLOSED

💬 Conversation: _DxT4oSkREWGLMid1vgR0Q

Messages 6
Customers 1
Duration 2025-09-16 09:52:32 UTC to 2025-09-16 23:00:00 UTC
Message Types CHAT_MESSAGE: 3, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (ow-8pxan...) | 2025-09-16 09:52:32 UTC | halocollar.com
What static level should I start my 60 pound one year old puppy on
System/AI | 2025-09-16 09:53:02 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Agent (ne4kLbEh...) | 2025-09-16 22:57:42 UTC | halocollar.com
Hi Michelle, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about static levels. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:59:58 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, CF6_882xQ3eGEtbPbwDdWQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:00:00 UTC | Status: CLOSED

💬 Conversation: 2y_becMRQeqZ58iG2obwEQ

Messages 13
Customers 1
Duration 2025-09-16 09:56:05 UTC to 2025-09-16 15:28:24 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 3, CHAT_MESSAGE: 2, PHONE_CALL: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:09:01 UTC
First and Last Name: Essence Burks-Jenkins Email: bessence28@yahoo.com Phone Number: 14703585717 Collar SN: 25h4300049rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: Log submission Next Steps: Email the cx the empty log submission macro. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:09:21 UTC | Status: CLOSED
Customer (DrTWQ7WG...) | 2025-09-16 15:11:24 UTC | halocollar.com
I need a representative
STATUS CHANGE | Customer (DrTWQ7WG...) | 2025-09-16 15:11:24 UTC | Status: OPEN
System/AI | 2025-09-16 15:11:37 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (DrTWQ7WG...) | 2025-09-16 15:11:58 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 15:24:15 UTC
Live Team Notes Chelsea Serial Numbers: 25h4300049rt ; 25h4161900rt FW: 3.00.05 Issue/ Need: Collar return Troubleshooting & Actions Taken: Cx said they're done with Halo after multiple replacements Wants to speak to management Cx said she's calling on behalf of her mom who is in a procedure right now Cx just wants to return collars Checked with RES, escalate to Management Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, gladly notes, Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 15:26:30 UTC
Manager Request Notes Customer Information Serial Number: 25h4300049rt ; 25h4161900rt Firmware Version: 3.00.05 ; 2.06.05 Order Number: AW-20250428-11627 ; AW-20250812-39159 Why is this being escalated? (What happened?) Cx had multiple replacement collars and is done with Halo, wants to return collars and get refunded What is the customer requesting? Cx wants to return collars and get refund but they're past return window What has already been done with the customer? (Previous steps taken?) Had been escalated to management before Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) email Phone number:+14703585717 Email address: chtburks@gmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 15:28:21 UTC
Added: fyFFNohUSm2oIvCfe9HM0A
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 15:28:24 UTC | Status: CLOSED

💬 Conversation: 9BzGPVBfRW2I2rWUPcQLXg

Messages 5
Customers 1
Duration 2025-09-16 09:59:53 UTC to 2025-09-16 12:01:52 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (Wrqa7BJx...) | 2025-09-16 09:59:53 UTC | halocollar.com
Can I have multiple logins for the same pet? I have a Log in, but my partner also helps with the dog.
System/AI | 2025-09-16 10:00:14 UTC | halocollar.com
Hi there! Currently, the Halo Collar app doesn't support separate user profiles or logins for the same pet. However, you and your partner can use the same login credentials on multiple devices. This way, both of you can manage settings and features, including tracking and collar settings. Just make sure everyone using the app completes the User Training for safe handling. If you have any more questions, feel free to ask!
Customer (Wrqa7BJx...) | 2025-09-16 10:01:32 UTC | halocollar.com
Thanks
System/AI | 2025-09-16 10:01:50 UTC | halocollar.com
You're welcome! If you have any more questions or need further assistance, feel free to reach out. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 12:01:52 UTC | Status: CLOSED

💬 Conversation: eB7nVI1OR_KjZaH3gHljqA

Messages 3
Customers 1
Duration 2025-09-16 10:06:48 UTC to 2025-09-16 12:07:55 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (PFX6nHYV...) | 2025-09-16 10:06:48 UTC | halocollar.com
I got an email about a malfunctioning collae
System/AI | 2025-09-16 10:07:12 UTC | halocollar.com
Hi there! If you received an email about a malfunctioning collar, it likely indicates a diagnostic error. The replacement process usually starts automatically. Please check your email for a message to confirm your shipping address to complete the replacement. If you haven't received this email, please check your spam or junk folders. If you need further assistance, our live support team is here to help with the replacement process. Let me know if you need more details!
STATUS CHANGE | Unknown | 2025-09-16 12:07:55 UTC | Status: CLOSED

💬 Conversation: Sw2GOcAUTsCFb6YPUcH85g

Messages 3
Customers 1
Duration 2025-09-16 10:08:13 UTC to 2025-09-16 12:09:57 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (S1jWQ5Iu...) | 2025-09-16 10:08:13 UTC | halocollar.com
My collar has a critical issue detected for the battery
System/AI | 2025-09-16 10:09:01 UTC | halocollar.com
Oh no! It sounds like your collar might need a battery replacement. Please check your email for a shipping address confirmation to start the process. If you haven't received an email or need more help, feel free to reach out to our live support team. You can also try recalibrating the battery by fully discharging and recharging it, as explained in our battery troubleshooting steps. Let me know if there's anything else I can do for you!
STATUS CHANGE | Unknown | 2025-09-16 12:09:57 UTC | Status: CLOSED

💬 Conversation: ZgSj7_TVRPmjZX11laHh8g

Messages 8
Customers 1
Duration 2025-09-16 10:08:59 UTC to 2025-09-16 16:09:54 UTC
Message Types EMAIL: 4, CONVERSATION_STATUS_CHANGE: 4
STATUS CHANGE | Customer (7uQSkqrS...) | 2025-09-16 10:08:59 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:55:14 UTC | Status: CLOSED
STATUS CHANGE | Customer (7uQSkqrS...) | 2025-09-16 15:54:13 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 16:09:54 UTC | Status: CLOSED

💬 Conversation: qUVjvWGoRQWzRwKCoKST0w

Messages 5
Customers 1
Duration 2025-09-16 10:17:52 UTC to 2025-09-16 12:20:01 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (lhuKEcg5...) | 2025-09-16 10:17:52 UTC | halocollar.com
Critical warnings
System/AI | 2025-09-16 10:18:18 UTC | halocollar.com
If you receive a critical warning about not using your Halo Collar, it indicates a diagnostic issue, and the collar needs replacement. The replacement process should begin automatically, so check your email for an address confirmation to complete the replacement. If you're not receiving notifications, ensure your phone's Do Not Disturb mode is off, notifications are enabled for the Halo App, and you're using the latest app version. For further assistance, please let me know!
Customer (lhuKEcg5...) | 2025-09-16 10:19:06 UTC | halocollar.com
I am receiving critical battery warnings that are inaccurate
System/AI | 2025-09-16 10:19:30 UTC | halocollar.com
Hey there! To fix those inaccurate critical battery warnings, try recalibrating the battery. Here's how: plug the collar into the charger, hold the power button for 15 seconds, then release it. Let the collar fully discharge and rest for at least 5 hours. After that, charge it uninterrupted to 100% and keep an eye on the battery life for 48 hours. If the issue continues, feel free to reach out for more help. Also, make sure your collar's firmware is up-to-date, as outdated firmware can affect battery performance.
STATUS CHANGE | Unknown | 2025-09-16 12:20:01 UTC | Status: CLOSED

💬 Conversation: kzXR3WywTvCntLQ1JeEEfA

Messages 8
Customers 1
Duration 2025-09-16 10:25:30 UTC to 2025-09-16 20:57:16 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (LkCiUrWX...) | 2025-09-16 10:25:30 UTC | halocollar.com
My halo collar suddenly won't take a charge.
System/AI | 2025-09-16 10:26:03 UTC | halocollar.com
I'm sorry to hear about your collar not charging. Let's try these steps to fix it: Check Power Source: Use a USB-C cable and charging block, not a computer. Make sure the LED lights appear. Inspect Charging Port: Clean the gold charging pins with a Q-tip and rubbing alcohol. Perform a Hard Reset: Keep the collar plugged in for 5 minutes, hold the power button for 15 seconds, then release. If these steps don't help, please contact our live support for further assistance. Let me know if you need anything else!
Customer (LkCiUrWX...) | 2025-09-16 10:26:24 UTC | halocollar.com
Live support
System/AI | 2025-09-16 10:26:58 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 20:56:49 UTC
Live Team Notes Serial Numbers: 24h3341761rt FW: 24h3341761rt Issue/ Need: Customer called in regarding a dead unit collar. Went through troubleshooting steps in support article [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.pl2k7lex9kzl]; issue not resolved. Submitted a warranty request on her behalf. Ensured customer confirmed her email address; confirmation was successful. Advised that the replacement collar will arrive within 3–5 business days Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Dog park Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 20:57:15 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, f5K70j-7T1qdE8RdQP8GZg, 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 20:57:16 UTC | Status: CLOSED

💬 Conversation: 2QLQLvu2S42ijF5ceS2-Ug

Messages 8
Customers 1
Duration 2025-09-16 10:29:14 UTC to 2025-09-16 13:21:50 UTC
Message Types EMAIL: 4, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:18:23 UTC
Added: L9jaUhpTSjKkls_YzL0tDg
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:20:12 UTC
Added: oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 13:21:49 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Peggy Scott Email: msscott611@yahoo.com Phone Number: unknown Collar SN: 25h3111295rt (Rocky) - Halo 3 purchased from Amazon/AM-FBA18YB3HZJM received a critical error (DIAGREQ) needs WR. RMA: AW-20250916-46138 - CX needs to confirm shipping address - sent link & deactivation notice. Collar FW: v.02.08.11 on 09/13/2025 16:18 (FW update pushed) Collar Purchased From: Amazon/AM-FBA18YB3HZJM Resources: Verified CX in AP, Gladly Recap/TS: CX requests PW reset. Halo 3 collar needs WR, still under warranty. RMA: AW-20250916-46138 (25h3111295rt) Warranty Replacement - CX needs to confirm shipping address - sent link & deactivation notice. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 13:21:50 UTC | Status: CLOSED

💬 Conversation: SDzD8uWZRZmyVw2D-mIbTg

Messages 3
Customers 1
Duration 2025-09-16 10:35:22 UTC to 2025-09-16 10:49:06 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 10:35:22 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 10:49:06 UTC | Status: CLOSED

💬 Conversation: XYw91KSITQWwlD6TfjwiqA

Messages 5
Customers 1
Duration 2025-09-16 10:46:44 UTC to 2025-09-16 13:15:47 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:15:39 UTC
First and Last Name: James Andrews Email: james.andrews21@protonmail.com Phone Number: 15188150265 Collar SN: 25h4264833rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx says they are waiting on a new card to update their account. Next Steps: Email the cx thanking them for the update. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:15:42 UTC
Added: Yzbn8c0_TPW-jn3czqo5bg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:15:47 UTC | Status: CLOSED

💬 Conversation: DWzQE4FoTQ6sHYWY2VrOxA

Messages 3
Customers 1
Duration 2025-09-16 10:48:54 UTC to 2025-09-16 12:49:33 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (Zg8wg2e8...) | 2025-09-16 10:48:54 UTC | halocollar.com
I need to return a collar that will not charge
System/AI | 2025-09-16 10:49:18 UTC | halocollar.com
I'm sorry to hear your collar won't charge. To return it, please ensure it was purchased from our website and is within 90 days of receiving it. You'll need a Return Merchandise Authorization (RMA) before sending it back. To start the return process, visit our returns page and follow the instructions. A $25 return fee applies, and original shipping costs are non-refundable. If you need further assistance, feel free to reach out to our support team for help with the return or troubleshooting the charging issue.
STATUS CHANGE | Unknown | 2025-09-16 12:49:33 UTC | Status: CLOSED

💬 Conversation: hwcDeJi-SUu2hosopTGgMA

Messages 3
Customers 1
Duration 2025-09-16 10:49:07 UTC to 2025-09-16 12:49:33 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (wyxxnPbf...) | 2025-09-16 10:49:07 UTC | halocollar.com
My halo collar is not charging.
System/AI | 2025-09-16 10:49:30 UTC | halocollar.com
Hi there! I'm sorry to hear about the charging issue with your Halo Collar. Let's try a few steps to get it working again: Make sure you're using the original USB-C cable and charging block, not a computer. Check if any LED lights appear when it's plugged in. If not, try a hard reset by holding the power button for 15 seconds while the collar is plugged in. Inspect the charging port for any dirt or debris and clean it gently with a Q-tip. If the problem persists, please reach out to Halo live support for further assistance. Good luck!
STATUS CHANGE | Unknown | 2025-09-16 12:49:33 UTC | Status: CLOSED

💬 Conversation: HP1G5biDRT-SMVgisu97dw

Messages 3
Customers 1
Duration 2025-09-16 10:59:32 UTC to 2025-09-16 12:59:52 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (zQ1bUyjh...) | 2025-09-16 10:59:32 UTC | halocollar.com
I q
System/AI | 2025-09-16 10:59:49 UTC | halocollar.com
It looks like your message got cut off. Could you share more details or let me know how I can help with your Halo Collar questions? I'm here to assist!
STATUS CHANGE | Unknown | 2025-09-16 12:59:52 UTC | Status: CLOSED

💬 Conversation: ySZPd634SMiEvNZTk3g2mA

Messages 7
Customers 1
Duration 2025-09-16 11:03:54 UTC to 2025-09-16 13:12:00 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (bJYyTNiX...) | 2025-09-16 11:03:54 UTC | halocollar.com
dobby's collar will not connect. keeps saying he's out if wifi , Bluetooth and satellite range. the other collar is working just fine
System/AI | 2025-09-16 11:04:32 UTC | halocollar.com
Hi there! It sounds like Dobby's collar might need some troubleshooting with its connectivity. Please ensure the collar is charged and try the following steps: Wi-Fi Connection: Make sure your phone is on the same Wi-Fi network during setup. Move the collar closer to the router and restart both the collar and router if necessary. Bluetooth: Ensure Bluetooth is enabled on your phone and the Halo app has the necessary permissions. The app should automatically connect to the collar. LTE: Check if LTE is active by going to My Map in the Halo app and tapping the Pet Card. If issues persist, try using a different phone or tablet to see if the collar connects successfully. Let me know if you need further assistance!
Customer (bJYyTNiX...) | 2025-09-16 11:10:13 UTC | halocollar.com
only 1 phone here so another item isn't viable. the second collar on the account is working fine
System/AI | 2025-09-16 11:10:37 UTC | halocollar.com
No worries! Let's try a few more steps to help resolve the issue with Dobby's collar: Power Cycle the Collar: Plug the collar into the charger. Hold the power button until it vibrates (about 5–7 seconds). Quickly press the power button again to turn it back on. Reinitialize GPS: Take the collar outside to an open area. Wait until the GPS light blinks green or blue. If you're still having connectivity issues, you can contact support for a detailed diagnosis. It's great to hear the second collar is working, so we know it's not a broad account or network issue. Let me know how it goes, or if you need further help!
Customer (bJYyTNiX...) | 2025-09-16 11:11:28 UTC | halocollar.com
the collar was on the charger overnight. the dog is outside with me right now.
System/AI | 2025-09-16 11:11:51 UTC | halocollar.com
Hi there! Thanks for the update. Since Dobby's collar was charged overnight and is outside, let's try a couple more steps to get it connected: GPS Initialization: Make sure the collar is in an open area with a clear view of the sky. Wait for the GPS light to blink green (Halo 4) or blue (Halo 3/older), which means GPS is active. Check Collar Status: Press the power button for one second to see if the collar is powered on (look for the battery light flash). If these steps don’t help, please reach out to our support team for further assistance. We're here to help!
STATUS CHANGE | Unknown | 2025-09-16 13:12:00 UTC | Status: CLOSED

💬 Conversation: UehGTTxxSX-6z_TUbZjlMA

Messages 14
Customers 1
Duration 2025-09-16 11:06:24 UTC to 2025-09-16 17:33:13 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 5, CONVERSATION_STATUS_CHANGE: 3, PHONE_CALL: 1
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:09:23 UTC
Added: x0Byfm8uSk-LcaCBw4qPTQ
AGENT NOTE | Agent (SWItnccR...) | 2025-09-16 11:09:39 UTC
Collar Evaluation Notes Issue Details Collar with Issue's SN: 25h4290347rt Issue Type: GPS Date & Time of Occurrence: 09/15/2025 – ongoing Is the Issue Reproducible? Yes – pet pin remains stuck on map after collar is powered on and active. Additional notes about the issue: Customer reports the collar is not updating location; pet pin remains frozen despite activity. Troubleshooting Summary Tier 1 TSing Steps Completed: Power cycle – Yes, issue persists Hard reset – Yes, issue persists Confirmed collar fully charged – Yes, issue persists Instructions sent for screen recording – Yes, completed and received Required Attachments (Check if Included) Screen Recording with narration: Yes (RPReplay_Final1757974750) attached from the email above. Screenshots: No System Logs (Bluetooth, Wi-Fi, Cellular): No App Logs (App issues): No
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 13:26:12 UTC
AW-20250915-46040 25h4290347rt unit already submitted for a wr Diagreq was triggered by the automated system
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 13:30:12 UTC
My previous note is wrong, I messed up the SN, ignore information above*
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 13:50:09 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Leo's (25h4290347rt) Recap (When/Where/What the customer wants) Stuck pet pin Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) yes Optional Additional Info: Unit has excessive gas initiation fails The battery was unable to start/connect 255 gas_init_fails yesterday and 200+ multiple days in a row prior Unit needs to be replaced
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 13:51:26 UTC | Status: CLOSED
STATUS CHANGE | Customer (HgSdSa4i...) | 2025-09-16 17:25:26 UTC | Status: OPEN
PHONE_CALL | Customer (HgSdSa4i...) | 2025-09-16 17:25:26 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 17:30:48 UTC
Live Team Notes Serial Numbers:25h4290347rt FW:v.03.00.05 Issue/ Need: cx has been confirmed by cet to submit wr AW-20250916-46175 Troubleshooting & Actions Taken: confirmed the address, informed delivery in 3-5 business days Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (gJyogQbb...) | 2025-09-16 17:33:12 UTC
Added: oa5e98htSpOozRqx9wftLg | Removed: majmLeKgRJekuZZECNBxAQ, x0Byfm8uSk-LcaCBw4qPTQ
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 17:33:13 UTC | Status: CLOSED

💬 Conversation: pZbLhLkBQ12rzlpjlWg0Zw

Messages 3
Customers 1
Duration 2025-09-16 11:07:27 UTC to 2025-09-16 13:07:58 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (sNcz9UwC...) | 2025-09-16 11:07:27 UTC | halocollar.com
Hi. I was under the impression that even if my phone doesn’t have service the collar still works and my dog will receive feedback is that correct ?
System/AI | 2025-09-16 11:07:50 UTC | halocollar.com
Hi there! Yes, you're correct. The Halo Collar will still provide feedback to your dog even if your phone doesn't have service. It uses GPS technology to maintain boundaries and deliver feedback without needing Wi-Fi or cellular connectivity. Just a heads-up, though—features like real-time tracking and notifications on the app do need an internet connection. But don't worry, once your phone is back online, any missed updates will sync to your app.
STATUS CHANGE | Unknown | 2025-09-16 13:07:58 UTC | Status: CLOSED

💬 Conversation: M4ud1t6KRCiF3PyMwElKfg

Messages 9
Customers 1
Duration 2025-09-16 11:09:53 UTC to 2025-09-16 13:52:20 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:21:13 UTC
First and Last Name: Norma Newland Email: thanxmk@gmail.com Phone Number: 12074982770 Collar SN: 24h3171317rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx collar is dead. The previous followed the Tier 1 guide for a dead unit. Next Steps: Escalate to CET Dead unit Collar Evaluation Notes: Issue Details Collar with Issue's SN: 24h3171317rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Date & Time of Occurrence: Is the Issue Reproducible? (Yes/No – If Yes, include steps): Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: The cx collar is dead. The previous followed the Tier 1 guide for a dead unit. New charging kit, including mag adapter, was sent to the cx. Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Screenshots: (Yes/No) System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:21:21 UTC
Added: jwlJ3FbQTW2nPlHkhIkBIA
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:21:31 UTC | Status: CLOSED
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 13:30:58 UTC | Status: OPEN
AGENT NOTE | Agent (-LDMlkjl...) | 2025-09-16 13:51:01 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) 24h3171317rt - Willy Dead unit Recap (When/Where/What the customer wants) The cx collar is dead. The previous followed the Tier 1 guide for a dead unit. New charging kit, including mag adapter, was sent to the cx. Is This Resolved/Follow-Up Required? If Follow Up Is Required (What/When) Optional Additional Info: Last heard Aug 10, 2025 with 100% charge WB reports no collar issues or hardware failures WB diagnostic data details reports SIM_not_inserted errors 8/5 Collar needs to be replaced Collar is 101 days out of warranty Cx has had a subscription for 3+ years Collar can be replaced as a 1 time courtesy
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 13:52:20 UTC | Status: CLOSED

💬 Conversation: BLEDp6b6QOGFuGfZ7UQklg

Messages 8
Customers 1
Duration 2025-09-16 11:18:53 UTC to 2025-09-16 16:28:24 UTC
Message Types TOPIC_CHANGE: 4, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:18:53 UTC
Added: -LmskJFZShWlO0nMJuMqlA
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:18:56 UTC
Removed: -LmskJFZShWlO0nMJuMqlA
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:18:59 UTC
Added: bDcJwjoMTjeffz13hM6gAA
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:19:13 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 11:19:29 UTC | Status: CLOSED
STATUS CHANGE | Customer (rgLPrEfx...) | 2025-09-16 16:28:24 UTC | Status: OPEN

💬 Conversation: v24eR3oGTh2uwrnzGiknQw

Messages 3
Customers 1
Duration 2025-09-16 11:20:00 UTC to 2025-09-16 11:34:35 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:20:00 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 11:34:35 UTC | Status: CLOSED

💬 Conversation: VhYS8ff2Sq-gKFrhb7zdSw

Messages 3
Customers 1
Duration 2025-09-16 11:21:31 UTC to 2025-09-16 13:56:11 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 13:56:11 UTC | Status: CLOSED

💬 Conversation: WQqr912TSuuZ4fM5uNgQZw

Messages 5
Customers 1
Duration 2025-09-16 11:27:01 UTC to 2025-09-16 13:29:12 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (l3ZVoHGM...) | 2025-09-16 11:27:01 UTC | halocollar.com
my collar keeps saying it's dangerously or critically low on battery even though it's been charging overnight. it also only charges to about 45% as per the app and then the the collar itself flashes red
System/AI | 2025-09-16 11:27:30 UTC | halocollar.com
Hi there! It sounds like your collar might need a battery recalibration. Please try these steps: Plug the collar into the charger and hold the power button for 15 seconds. Remove it from the charger and let it fully discharge until it powers off. Leave it off for at least 5 hours to recalibrate the battery. Fully charge the collar without interruptions to 100%. If the issue persists, please contact our support team for further assistance. Also, ensure your charging setup is working correctly and the charging port is clean.
Customer (l3ZVoHGM...) | 2025-09-16 11:28:11 UTC | halocollar.com
thank you very much. I'll go ahead and try that today
System/AI | 2025-09-16 11:28:31 UTC | halocollar.com
You're welcome, Holly! I'm happy to help. If you need any more assistance, feel free to reach out. Best of luck with your collar, and I hope it resolves the issue. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 13:29:12 UTC | Status: CLOSED

💬 Conversation: qJ5bKRkyQGiQzm9l0koXaw

Messages 4
Customers 1
Duration 2025-09-16 11:27:21 UTC to 2025-09-16 13:50:17 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:49:12 UTC
Added: 161qN1d9QVGaaHtAY3Spsw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:50:17 UTC | Status: CLOSED

💬 Conversation: KRBnSB_PSoC6KLS5mfFRww

Messages 13
Customers 1
Duration 2025-09-16 11:27:40 UTC to 2025-09-16 15:05:03 UTC
Message Types CHAT_MESSAGE: 4, EMAIL: 4, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
Customer (3A0LWc0Q...) | 2025-09-16 11:27:40 UTC | halocollar.com
I received the replacement collar. However, I don’t know how to swap this out. Based on the way this is put together. It does not look like I can undo the rubber part of the color from the piece that needs replaced
System/AI | 2025-09-16 11:27:59 UTC | halocollar.com
Hi there! Swapping out your Halo Collar is usually straightforward. You don't need to remove the rubber part. If you're just replacing the Halo Unit, you can keep the original strap, charger, and protective case. Just attach the new Halo Unit to the existing strap. If you run into any trouble, make sure everything is aligned and fastened properly. And if you need more help, feel free to reach out to our customer support for detailed guidance. We're here to help!
Customer (3A0LWc0Q...) | 2025-09-16 11:28:50 UTC | halocollar.com
The rubber part is riveted to the part that needs replaced. I will ruin it.
System/AI | 2025-09-16 11:29:25 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:35:04 UTC
Added: bDcJwjoMTjeffz13hM6gAA
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:35:37 UTC
Added: w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 11:47:46 UTC | Status: CLOSED
STATUS CHANGE | Customer (3A0LWc0Q...) | 2025-09-16 11:49:16 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 15:05:03 UTC | Status: CLOSED

💬 Conversation: 5mA54astTmaw0XMCtf8eWQ

Messages 13
Customers 1
Duration 2025-09-16 11:28:39 UTC to 2025-09-16 18:23:06 UTC
Message Types EMAIL: 8, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 13:46:56 UTC
Accessory Order Number-1660309 Carabiner kit
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:47:06 UTC
Added: -LmskJFZShWlO0nMJuMqlA, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:47:11 UTC | Status: CLOSED
STATUS CHANGE | Customer (Njn69-0c...) | 2025-09-16 17:57:57 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 18:23:06 UTC | Status: CLOSED

💬 Conversation: nL3sHFfMT0-MtOxj-xBSfA

Messages 3
Customers 1
Duration 2025-09-16 11:30:45 UTC to 2025-09-16 13:31:16 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (DonA8WEF...) | 2025-09-16 11:30:45 UTC | halocollar.com
refund my purchase
System/AI | 2025-09-16 11:31:14 UTC | halocollar.com
Hi there! To get a refund, please make sure your Halo Collar was bought directly from our website and is in good condition. You'll need a Return Merchandise Authorization (RMA) and must return the collar within 90 days of receiving it. You can start the return process here. Once approved, we'll issue the refund to your original payment method, minus a $25 return fee. It usually takes 7–10 days to process after we receive your return. If you need more help, feel free to reach out to our support team!
STATUS CHANGE | Unknown | 2025-09-16 13:31:16 UTC | Status: CLOSED

💬 Conversation: 86AVF7UlTmiwrvCptPQeKQ

Messages 7
Customers 1
Duration 2025-09-16 11:31:02 UTC to 2025-09-16 13:36:26 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (HjXY9vim...) | 2025-09-16 11:31:02 UTC | halocollar.com
My app told me that there is an issue with the battery on one of my collars. I need to know what to do.
System/AI | 2025-09-16 11:31:28 UTC | halocollar.com
Hi there! If your app is showing a battery issue with your collar, it might need a replacement. The process should start automatically, so please check your email for a shipping address confirmation to complete the replacement. If the collar isn't holding a charge, you can try recalibrating the battery: plug it into the charger, hold the power button for 15 seconds, then discharge it completely. Let it rest for 5 hours, then recharge it fully. If you still have issues, feel free to reach out to our live support for more help. 😊
Customer (HjXY9vim...) | 2025-09-16 11:33:36 UTC | halocollar.com
I got the shipping address confirmation but when I click on the email to confirm it does nothing
System/AI | 2025-09-16 11:34:12 UTC | halocollar.com
Oh no! If the confirmation link in your email isn’t working, try these steps: Make sure your Halo App is downloaded and updated to the latest version before clicking the link. Check if the email is in your spam or junk folder and try accessing it from there. If the issue persists, consider using a different device or browser to open the email. If none of these solutions work, please reach out to our live support for further assistance. 😊
Customer (HjXY9vim...) | 2025-09-16 11:35:18 UTC | halocollar.com
Sounds good thanks I will try those
System/AI | 2025-09-16 11:35:34 UTC | halocollar.com
You're welcome! If you need any further assistance, feel free to reach out. Have a great day! 😊
STATUS CHANGE | Unknown | 2025-09-16 13:36:26 UTC | Status: CLOSED

💬 Conversation: 55i_4-gTSwe7Nkd_thZ6jQ

Messages 17
Customers 1
Duration 2025-09-16 11:32:54 UTC to 2025-09-16 15:10:59 UTC
Message Types EMAIL: 7, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 5
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:31:07 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 13:31:16 UTC
First and Last Name: Wesley Burbank Email: wesleyburbank07@gmail.com Collar SN: 24h3122630rt Collar FW: v.03.00.05 Resources: Gladly AP Recap/TS: CX states the collar will not charge. CX sent the dead unit twice. CX says the dead unit ts did not help. Next Steps: AP shows last heard Sep 10, 2025 11:09 AM @ 0% battery 135 days OOW REQ ARF info for charging kit
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:31:17 UTC | Status: CLOSED
STATUS CHANGE | Customer (hyna02N9...) | 2025-09-16 14:01:06 UTC | Status: OPEN
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 14:35:28 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx is having charging issue with collar 24h3122630rt Last heard 9/10 Recap (When/Where/What the customer wants) Cx has already tried troubleshooting steps Collar still will not charge Collar is outside warranty window by 136 days Is This Resolved/Follow-Up Required? Advising cx can replace collar using HC or HPP If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:41:02 UTC | Status: CLOSED
STATUS CHANGE | Customer (hyna02N9...) | 2025-09-16 14:53:19 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 15:10:51 UTC
First and Last Name: Wesley Burbank Email: wesleyburbank07@gmail.com Phone Number: Collar SN: 24h3122630rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx wants to know the cost to upgrade their collar. Next Steps: Email the cx the price with the Halo Care and the Halo Protection plans. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:10:57 UTC
Added: w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:10:59 UTC | Status: CLOSED

💬 Conversation: xddVMwgETjm8E946h7s8ig

Messages 3
Customers 1
Duration 2025-09-16 11:33:06 UTC to 2025-09-16 11:33:11 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:33:10 UTC | Status: CLOSED
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:33:11 UTC
Added: rxefklGaTXGCpjC7oGEfPg

💬 Conversation: ryvR6-yvRdKdd-4gSmrWjA

Messages 4
Customers 1
Duration 2025-09-16 11:35:23 UTC to 2025-09-16 13:39:02 UTC
Message Types EMAIL: 4

💬 Conversation: xRF2Hk-JTm-DedRqIpZ8JQ

Messages 3
Customers 1
Duration 2025-09-16 11:38:17 UTC to 2025-09-16 11:38:23 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:38:22 UTC | Status: CLOSED
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:38:23 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ

💬 Conversation: N3qCzqSGS1K9_sQjjSAFEA

Messages 2
Customers 1
Duration 2025-09-16 11:41:14 UTC to 2025-09-16 11:41:18 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:41:18 UTC | Status: CLOSED

💬 Conversation: 2j_aJTOXSCu5bW3MaEMbXA

Messages 7
Customers 1
Duration 2025-09-16 11:43:18 UTC to 2025-09-16 13:07:20 UTC
Message Types CHAT_MESSAGE: 4, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (APrq4wra...) | 2025-09-16 11:43:18 UTC | halocollar.com
Lost charger adapter
System/AI | 2025-09-16 11:43:44 UTC | halocollar.com
Hey there! You can grab a replacement charger adapter for your Halo Collar from our Accessory Shop on the Halo website. Just make sure to pick the right adapter for your collar model to ensure it works perfectly. If you're a Silver or Gold Pack member, don't forget to log into your Halo Account to enjoy extra discounts. Need more help? Just let us know!
Customer (APrq4wra...) | 2025-09-16 12:01:29 UTC | halocollar.com
Can we get emergency shipping? We have no way to charge the collaar
System/AI | 2025-09-16 12:02:15 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:07:18 UTC
Added: J6SkFGXlQuSCNs7po8eoOQ, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:07:20 UTC | Status: CLOSED

💬 Conversation: 6lyGAe3wTq6T5TzuDKT9ZQ

Messages 3
Customers 1
Duration 2025-09-16 11:46:43 UTC to 2025-09-16 13:47:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (S5If9kLL...) | 2025-09-16 11:46:43 UTC | halocollar.com
Has my replacement collar shipped
System/AI | 2025-09-16 11:47:08 UTC | halocollar.com
Hi there! To check if your replacement collar has shipped, please visit our Order Status Dashboard using your order number and email. Once shipped, you should receive a tracking number via email, and delivery usually takes 3–5 business days. Don't forget to check your spam or junk folders for any shipping confirmations or tracking updates. If you need more help, feel free to reach out to our support team. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 13:47:31 UTC | Status: CLOSED

💬 Conversation: y-zRfnbjQWKQQayfo-8kZQ

Messages 3
Customers 1
Duration 2025-09-16 11:48:18 UTC to 2025-09-16 13:49:33 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (twwIin5R...) | 2025-09-16 11:48:18 UTC | halocollar.com
Is there a subscription fee for using the collar?
System/AI | 2025-09-16 11:48:48 UTC | halocollar.com
Yes, there is a subscription fee for using the Halo Collar. You can choose from three membership plans: Bronze ($9.99/month), Silver ($14.99/month), and Gold ($19.99/month). Each plan offers different features, such as the number of fences you can create and access to advanced tracking and training content. For more details on each plan, you can visit the Halo Collar plans page. Let me know if you have any more questions!
STATUS CHANGE | Unknown | 2025-09-16 13:49:33 UTC | Status: CLOSED

💬 Conversation: VRlOVXv2RmC-J7jXlgbfuQ

Messages 13
Customers 1
Duration 2025-09-16 11:49:04 UTC to 2025-09-16 16:19:08 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 5, CONVERSATION_STATUS_CHANGE: 5, CONVERSATION_NOTE: 2
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 11:49:04 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 11:59:42 UTC | Status: CLOSED
STATUS CHANGE | Customer (_pCscYmZ...) | 2025-09-16 13:08:02 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:45:46 UTC
First and Last Name: stacy berg Email: stacy.berg179@gmail.com Phone Number: Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The cx needs replacement screws. Next Steps: Email the cx to confirm the following information, and we will send them the screws. Shipping address Phone number The email address on the account. The collar serial number. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:45:48 UTC | Status: CLOSED
STATUS CHANGE | Customer (_pCscYmZ...) | 2025-09-16 15:48:57 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 16:19:04 UTC
Accessory Order Number-1660370 Strap adj. kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 16:19:08 UTC | Status: CLOSED

💬 Conversation: eaDmqtp1QfKnV1R45d_ZLw

Messages 3
Customers 1
Duration 2025-09-16 11:50:11 UTC to 2025-09-16 13:51:35 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (UP23lQg_...) | 2025-09-16 11:50:11 UTC | halocollar.com
How do I turn the collar off?
System/AI | 2025-09-16 11:50:41 UTC | halocollar.com
The Halo Collar can't be completely turned off, but it does have a Low Power Mode to save battery life when not in use. This is handy if you won't be using the collar for a while or don't have access to a charger. For the best performance, try to charge the collar daily. It will automatically enter Sleep Mode when idle to conserve energy. If you have any more questions, just let me know!
STATUS CHANGE | Unknown | 2025-09-16 13:51:35 UTC | Status: CLOSED

💬 Conversation: UuScSL-fSiqqhIEmwWlOEA

Messages 3
Customers 1
Duration 2025-09-16 11:54:51 UTC to 2025-09-16 13:55:42 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (fuB-fg77...) | 2025-09-16 11:54:51 UTC | halocollar.com
Collar not charging
System/AI | 2025-09-16 11:55:14 UTC | halocollar.com
Hi there! If your Halo Collar isn't charging, try these steps: Check Power Source: Use a USB-C cable and charging block, not a computer. Inspect Charging Port: Ensure the port is clean and dry. Use canned air if needed. Test Charger and Cable: Try them on another device to ensure they work. Perform a Hard Reset: Plug in the collar for 5 minutes, hold the power button for 15 seconds, then release. If these steps don't help, please contact our live support for further assistance.
STATUS CHANGE | Unknown | 2025-09-16 13:55:42 UTC | Status: CLOSED

💬 Conversation: XvEx7PsuQJmsgKm6p55Sow

Messages 4
Customers 1
Duration 2025-09-16 11:56:09 UTC to 2025-09-16 11:59:32 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 11:56:09 UTC
CAD Return AW-20250915-46059 Tracking I.D 791941743272 [https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=791941743272]
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:59:32 UTC | Status: CLOSED
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 11:59:32 UTC
Added: rxefklGaTXGCpjC7oGEfPg

💬 Conversation: mytoJ-xEQm6YvHsAMuh5xg

Messages 3
Customers 1
Duration 2025-09-16 11:58:18 UTC to 2025-09-16 13:58:42 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (KPcaik6Z...) | 2025-09-16 11:58:18 UTC | halocollar.com
Turn off fence
System/AI | 2025-09-16 11:58:39 UTC | halocollar.com
To turn off a fence in the Halo app, open the app and tap the My Map icon. Then, tap your pet’s icon, swipe up on the Pet Card, and tap the Fences button. The button will turn gray, and the label will change to Ignore, indicating that fences are now off. If you need further assistance, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 13:58:42 UTC | Status: CLOSED

💬 Conversation: uw5tZMIGRyeyORQXltr5eg

Messages 3
Customers 1
Duration 2025-09-16 12:00:43 UTC to 2025-09-16 12:11:21 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 12:00:43 UTC
Added: bDcJwjoMTjeffz13hM6gAA, Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 12:11:21 UTC | Status: CLOSED

💬 Conversation: gnmlbFEpTEiLi9CKgUvPhw

Messages 8
Customers 1
Duration 2025-09-16 12:01:05 UTC to 2025-09-16 13:05:40 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (aLcha-hI...) | 2025-09-16 12:01:05 UTC
AGENT NOTE | Agent (OVaCilev...) | 2025-09-16 12:16:43 UTC
First and Last Name: Katie Church Email: jj@churchsflooring.com , coachchurch01@gmail.com Collar SN: 25h4140148th [Deke] Collar FW: v.03.00.05 Resources: AP, Gladly Recap/TS: Both screws fell out of collar CX suggested Halo do something thoughtful if a pup in the Halo Pack passes away like Chewy did for them (they sent a small bunch of flowers w/ condolences) Verified Phone/Address for ARF Next Steps Follow-up? Emailed T1 ARF guidance Escalated to Accessories Request Full Name: Katie Church Email: coachchurch01@gmail.com Phone number: 3152095642 Collar SN: 25h4140148th [Deke] Collar Model: HC4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 4879 State Route 364 City: Rushville State: NY Postal code: 14544 Country: US What are we sending the customer? (specify which model and color) If sending more than 1 of an item please specify: Halo 4 Strap Adjustment Kit For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why". N/A
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 12:17:03 UTC
Added: 9J6_cepqS5yGgLK5NOsVww, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (OVaCilev...) | 2025-09-16 12:17:12 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:00:56 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:05:40 UTC | Status: CLOSED

💬 Conversation: xc4yPW_6RA25Lb77u6ooxA

Messages 13
Customers 1
Duration 2025-09-16 12:02:03 UTC to 2025-09-16 17:11:14 UTC
Message Types CHAT_MESSAGE: 11, CONVERSATION_STATUS_CHANGE: 2
Customer (q3La7ILS...) | 2025-09-16 12:02:03 UTC | halocollar.com
My collar for Wilson still isn’t fully charging to 30+ hours. Can I return and exchange it.
Customer (q3La7ILS...) | 2025-09-16 12:02:25 UTC | halocollar.com
I have no issues with Mollys collar, but Wilson’s is not functioning correctly
System/AI | 2025-09-16 12:03:00 UTC | halocollar.com
I'm sorry to hear about the charging issue with Wilson's collar. Before proceeding with a return or exchange, try performing a hard reset: plug the collar into the charger, hold the power button for 15 seconds, then discharge and recharge it fully. If the issue persists, you can initiate a return or exchange within 90 days of purchase if bought from our website. Please ensure you have a Return Merchandise Authorization (RMA) before sending it back. If you need further assistance, feel free to reach out to our live support team.
Customer (q3La7ILS...) | 2025-09-16 12:04:14 UTC | halocollar.com
I will try this one more time. I’ve done it twice already.
System/AI | 2025-09-16 12:04:44 UTC | halocollar.com
Sure thing! Please try the hard reset once more. If it still doesn't fix the issue, our support team is ready to assist you with a return or exchange. Just have your purchase information handy, and don't forget to get a Return Merchandise Authorization (RMA). We want everything to be perfect for Wilson!
STATUS CHANGE | Unknown | 2025-09-16 14:04:55 UTC | Status: CLOSED
Customer (q3La7ILS...) | 2025-09-16 17:05:31 UTC | halocollar.com
Ok, did what you guys said. And charged it 100%, I took it off the charger and it says 22hrs
STATUS CHANGE | Customer (q3La7ILS...) | 2025-09-16 17:05:31 UTC | Status: OPEN
System/AI | 2025-09-16 17:06:01 UTC | halocollar.com
Hi there! It sounds like your Halo Collar might not be holding a charge as expected. Just to recap, the battery life can vary by model: Halo 4 typically lasts up to 30 hours, while Halo 3 and 2+ last around 20 hours. To try recalibrating the battery, plug in the collar and hold the power button for 15 seconds, then release. Fully discharge the collar, let it rest for 5 hours, and then fully charge it again. Keep an eye on the battery life for the next 48 hours. If you're still having trouble, please reach out to our support team for more help. We're here for you!
Customer (q3La7ILS...) | 2025-09-16 17:09:43 UTC | halocollar.com
Oh, good to know. Did you guys replace my halo 4, with an older version??? Bc I had originally bought two halo 4’s, Molly and Wilson. And Wilson’s battery got switched out a couple weeks ago and since then won’t hold a charge like Mollys. Please check.
System/AI | 2025-09-16 17:10:25 UTC | halocollar.com
I understand your concern. If Wilson's collar was replaced, it should still be a Halo 4 model, as we currently only sell Halo 4 and Halo 3 models. If Wilson's collar isn't holding a charge like Molly's, it might be due to a specific issue with that unit. Please check if the firmware is updated and follow the recalibration steps provided earlier. If the problem persists, contact our customer support to verify the model and address any warranty or replacement concerns. We're here to help ensure both collars are working correctly.
Customer (q3La7ILS...) | 2025-09-16 17:11:00 UTC | halocollar.com
I did the recalibration 3 times already
System/AI | 2025-09-16 17:11:14 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 16BrUTXoRGCrWUlv8VNW1g

Messages 4
Customers 1
Duration 2025-09-16 12:04:35 UTC to 2025-09-16 12:04:40 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 12:04:36 UTC
Live Team Notes Serial Numbers:na FW:na Issue/ Need: Log Submission Troubleshooting & Actions Taken: Sent Troubleshooting- App Logs Empty macro Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:04:38 UTC
Added: 2ne7xWQcT7SR-eLsslsIsQ
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:04:40 UTC | Status: CLOSED

💬 Conversation: LPHyFhG5TuiZCLynHaZNJQ

Messages 6
Customers 1
Duration 2025-09-16 12:05:09 UTC to 2025-09-16 12:52:35 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (XKCpjS01...) | 2025-09-16 12:05:09 UTC
AGENT NOTE | Agent (aENgd0M-...) | 2025-09-16 12:12:08 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Brian Ommen Email: Brianommen@hotmail.com Phone number: +116128495027 Collar SN: 25h4160439rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 22196 174th street northwest City: Big Lake State: Minnesota Postal code: 55309 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Strap Adjustment Kit (JUST the tools to attach & adjust size) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (aENgd0M-...) | 2025-09-16 12:14:03 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 12:52:33 UTC
Accessory Order Number-1660265 Strap Adj. Kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 12:52:35 UTC | Status: CLOSED

💬 Conversation: TfaJ_NHRQAaH8dzxaRC8FA

Messages 8
Customers 1
Duration 2025-09-16 12:06:28 UTC to 2025-09-16 14:34:09 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 3, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:06:28 UTC
Added: Yzbn8c0_TPW-jn3czqo5bg
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 12:10:10 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Shaun Paul Email: shaundurkee14@gmail.com Phone Number: unknown Collar SN: 25h4140029rt (Poppy Jane) - Halo 4 from order #1579603 Collar FW: v.03.00.05 on 08/22/2025 20:31 Collar Purchased From: Halo/1579603 Resources: Verified CX in AP, Gladly Recap/TS: CX updated cc in the account and has an active Monthly Bronze Plan. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:10:12 UTC | Status: CLOSED
STATUS CHANGE | Customer (yqomEHBi...) | 2025-09-16 14:03:38 UTC | Status: OPEN
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 14:34:09 UTC | Status: CLOSED

💬 Conversation: EhgdSxeIT0Cp41B2JWoYJQ

Messages 3
Customers 1
Duration 2025-09-16 12:07:02 UTC to 2025-09-16 14:07:57 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (_Z_g1OHQ...) | 2025-09-16 12:07:02 UTC | halocollar.com
I’m wondering if there is an estimated date for my replacement collar
System/AI | 2025-09-16 12:07:31 UTC | halocollar.com
Hi there! Your replacement collar should arrive within 3-5 business days after it ships. You'll receive an email to confirm your shipping address, so please keep an eye on your inbox, including spam or junk folders. You can track your order status anytime using your order number and email on the Order Status Dashboard. If you haven't received the confirmation email, feel free to reach out to our live support team for assistance.
STATUS CHANGE | Unknown | 2025-09-16 14:07:57 UTC | Status: CLOSED

💬 Conversation: JFtHLU8oSVqRb-wk7GmQpw

Messages 4
Customers 1
Duration 2025-09-16 12:08:33 UTC to 2025-09-16 12:11:07 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 12:08:33 UTC
CAD Return AW-20250915-45917 Tracking I.D 791941760047 [https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=791941760047]
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:11:07 UTC | Status: CLOSED
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:11:07 UTC
Added: WprjYFTuRsSlVmqirbejqg, rxefklGaTXGCpjC7oGEfPg

💬 Conversation: HHbZVOjXTOamQDIDF5gEbQ

Messages 4
Customers 1
Duration 2025-09-16 12:08:38 UTC to 2025-09-16 12:13:48 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 12:08:38 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 12:13:47 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Tyler DeJong Email: tjdejong04@gmail.com Phone Number: Collar SN: 23h3422758rt Collar FW: v.02.08.11 Collar Purchased From: Amazon Resources: Gladly, AP Recap/TS: Cx says they don't own the collar anymore and want to cancel sub. Email cx "Halo Collar Subscription Cancellation Information" Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 12:13:48 UTC | Status: CLOSED

💬 Conversation: 3RjtH1-DTrCcI2woIZ5CDQ

Messages 3
Customers 1
Duration 2025-09-16 12:09:08 UTC to 2025-09-16 14:09:58 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (UQNHFfKH...) | 2025-09-16 12:09:08 UTC | halocollar.com
I'd like to cancel my membership but the option to do so is grayed out
System/AI | 2025-09-16 12:09:30 UTC | halocollar.com
Hi there! To cancel your Halo membership, please log into your account on the Halo website. Once you're logged in, head over to your My Account dashboard and click on 'Cancel Plan.' If the option is grayed out, it might be due to account restrictions or technical issues. Make sure your account information is up-to-date and give it another try. If you're still having trouble, feel free to reach out to our customer support for help. Remember, your plan will stay active until the end of the billing cycle, and you can cancel or restore it anytime. Let us know if you need anything else!
STATUS CHANGE | Unknown | 2025-09-16 14:09:58 UTC | Status: CLOSED

💬 Conversation: 23RWebxMQvuRg2XuZdz45A

Messages 5
Customers 1
Duration 2025-09-16 12:11:40 UTC to 2025-09-16 12:23:04 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (OvHe8TsP...) | 2025-09-16 12:11:40 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 12:22:35 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Gabriel DAnnunzio Email: dannunz@yahoo.com Phone Number: +17742783541 Collar SN: 25h4288383rt Collar FW: Collar Purchased From: Halo Resources: Gladly, a/p Recap/TS: Cx wants to return collar, but says info entered is incorrect. Advsd cx in to initiate return. Next Steps: Snding phn f/u p/r
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 12:23:02 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (DBqblO4n...) | 2025-09-16 12:23:04 UTC | Status: CLOSED

💬 Conversation: 7FEHCjyGT72bd22EIlU-kw

Messages 1
Customers 1
Duration 2025-09-16 12:11:41 UTC to 2025-09-16 12:11:41 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (fjgXI6FE...) | 2025-09-16 12:11:41 UTC | Status: CLOSED

💬 Conversation: LwMmgtdtSoav27UbVm_Q-g

Messages 5
Customers 1
Duration 2025-09-16 12:12:22 UTC to 2025-09-16 23:39:27 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (SWItnccR...) | 2025-09-16 12:12:22 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (SWItnccR...) | 2025-09-16 12:21:38 UTC | Status: CLOSED
STATUS CHANGE | Customer (YWqvPf5M...) | 2025-09-16 23:39:27 UTC | Status: OPEN

💬 Conversation: T82lSNGPSRiU1zq-vnw0rQ

Messages 4
Customers 1
Duration 2025-09-16 12:13:45 UTC to 2025-09-16 12:15:53 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 12:13:45 UTC
CAD Return AW-20250915-45939 Tracking I.D 791941768232 [https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=791941768232]
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:15:52 UTC | Status: CLOSED
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:15:53 UTC
Added: WprjYFTuRsSlVmqirbejqg, rxefklGaTXGCpjC7oGEfPg

💬 Conversation: 2MWp64ECQrSmJvv9CFPKSg

Messages 2
Customers 1
Duration 2025-09-16 12:14:29 UTC to 2025-09-16 12:16:10 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (r6YfMrS1...) | 2025-09-16 12:14:29 UTC
STATUS CHANGE | Unknown | 2025-09-16 12:16:10 UTC | Status: CLOSED

💬 Conversation: k6MH0ZUVTgWAgX2gb5P7rQ

Messages 4
Customers 1
Duration 2025-09-16 12:15:08 UTC to 2025-09-16 13:21:39 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:21:33 UTC
Added: Yzbn8c0_TPW-jn3czqo5bg
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 13:21:39 UTC | Status: CLOSED

💬 Conversation: D8VWr8oPQvCkqsCU8nFVFg

Messages 16
Customers 1
Duration 2025-09-16 12:15:17 UTC to 2025-09-16 20:57:31 UTC
Message Types CHAT_MESSAGE: 2, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, EMAIL: 5, CONVERSATION_STATUS_CHANGE: 5
Customer (q7AFvTyB...) | 2025-09-16 12:15:17 UTC | halocollar.com
Annie's collar is not working
System/AI | 2025-09-16 12:15:53 UTC | halocollar.com
Hi there! I'm sorry to hear that Annie's collar isn't working. Let's try a few steps to troubleshoot: Charge the Collar: Make sure the collar is charged using the original Halo charging cable. Look for a blinking green battery light. Bluetooth Connection: Ensure Bluetooth is enabled on your phone and that it's within 50 feet of the collar. App Setup: Open the Halo App and follow the steps to ensure the collar is paired and connected. If these steps don't fix the issue, please reach out for further assistance. We're here to help!
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 13:14:32 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, majmLeKgRJekuZZECNBxAQ
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 13:14:32 UTC
Live Team Notes Serial Numbers: 25h4291672rt FW: v.03.00.05 Issue/ Need: Cx says that the collar for Annie is stuck in another location and has been for a day Troubleshooting & Actions Taken: Conducted Reset on the collar Took collar out to hand test/ pet pin working as it should Fw update pushed for all 3 collars Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Tier 1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 13:15:02 UTC | Status: CLOSED
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 13:23:45 UTC | Status: OPEN
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 13:24:06 UTC | Status: CLOSED
STATUS CHANGE | Customer (wAn6p-ZP...) | 2025-09-16 20:50:18 UTC | Status: OPEN
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 20:57:17 UTC
First and Last Name: Marianne Smith Email: marianne8ate68@gmail.com Other contact info if possible:6137940091 Sidekick Handoff (Y*N) Already with another agent If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 20:57:31 UTC
Added: E_3WUdWpR2CLXta3n6vNgw | Removed: 5PPl2RS4TSeSg5z-6z7TAQ, majmLeKgRJekuZZECNBxAQ
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 20:57:31 UTC | Status: CLOSED

💬 Conversation: -Hy13iAkSfaV0hdrOeVWQg

Messages 6
Customers 1
Duration 2025-09-16 12:15:50 UTC to 2025-09-16 14:44:55 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 14:39:33 UTC
Added: 2ne7xWQcT7SR-eLsslsIsQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 14:44:54 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Rachel Sherman Email: chaysherman@yahoo.com Phone Number: 24h3293219rt Collar SN: 24h3293219rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx having app issues. App not showing their collar and fence. According to AP, their collar and fence is there. Email cx to uninstall and reinstall the app. Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 14:44:55 UTC | Status: CLOSED

💬 Conversation: QIawtaVrTkq2Ltbv46XCeg

Messages 3
Customers 1
Duration 2025-09-16 12:16:25 UTC to 2025-09-16 14:17:01 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (X9lBr7uq...) | 2025-09-16 12:16:25 UTC | halocollar.com
My collar is not charging
System/AI | 2025-09-16 12:16:56 UTC | halocollar.com
Hi there! If your Halo Collar isn't charging, try these steps: Check Power Source: Use a USB-C cable and charging block, not a computer. Ensure LED lights appear. Remove Case: If using a Halo Pro Case, remove it for proper charging contact. Test Charger and Cable: Ensure they work with another device. Inspect Charging Port: Clean the gold pins with a Q-tip and rubbing alcohol. Allow to dry fully. Perform a Hard Reset: Keep the collar plugged in for 5 minutes, hold the power button for 15 seconds, then release. If issues persist, please contact Halo live support for further assistance.
STATUS CHANGE | Unknown | 2025-09-16 14:17:01 UTC | Status: CLOSED

💬 Conversation: TItBymWbQ4iitcR2eQyjTg

Messages 5
Customers 1
Duration 2025-09-16 12:16:26 UTC to 2025-09-16 13:30:16 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:30:08 UTC
First and Last Name: Carolyn Barnes Email: carolyncoxbarnes@gmail.com Phone Number: 17705300674 Collar SN: 25h4193396rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx is checking on the status of their replacement collar. Next Steps: Email the cx letting them know that they will receive an email with the tracking number as soon as the order is shipped. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:30:14 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:30:16 UTC | Status: CLOSED

💬 Conversation: SfUP3ujnRXGGbZCM0ldOcw

Messages 2
Customers 1
Duration 2025-09-16 12:16:52 UTC to 2025-09-16 14:18:01 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 14:18:01 UTC | Status: CLOSED

💬 Conversation: VJAT5Lz0RpS4Md52e65B2w

Messages 5
Customers 1
Duration 2025-09-16 12:17:06 UTC to 2025-09-16 13:37:05 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:34:00 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 13:37:04 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Justin Murphy Email: j77mzx@gmail.com Phone Number: Collar SN: Collar FW: Collar Purchased From: Halo Resources: Gladly, AP, FedEx Recap/TS: Cx is WISMO replacements. According to previous notes, shipping address was a PO Box. According to FedEx, order was handed over to USPS via FedEx SmartPost on Sept 5, 2025. Email cx the info and to be patient. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 13:37:05 UTC | Status: CLOSED

💬 Conversation: 7q0BXe5SThyYwKEXvCYLUg

Messages 1
Customers 1
Duration 2025-09-16 12:17:34 UTC to 2025-09-16 12:17:34 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (fjgXI6FE...) | 2025-09-16 12:17:34 UTC | Status: CLOSED

💬 Conversation: v3Iy14-4QwCiK_wGRgeYWA

Messages 5
Customers 1
Duration 2025-09-16 12:18:24 UTC to 2025-09-16 12:19:54 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:19:30 UTC
Removed: bDcJwjoMTjeffz13hM6gAA
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:19:51 UTC
Added: PT5SzfGLQx6qJKX6efjzxA
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 12:19:52 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Courtney Hendrickson Email: courtneyirene15@gmail.com Phone Number: unknown Collar SN: 24h3132724rt (Payton) - Halo 3 purchased from Scheels/18353213 / OWW by 127 days. Collar FW: v.02.08.11 on 07/29/2025 15:02 (pushed FW update) Collar Purchased From: Scheels/18353213 Resources: Verified CX in AP, Gladly. Recap/TS: Halo 3 collar / OWW by 127 days needs FW update - CX sent OWW upgrade options Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:19:54 UTC | Status: CLOSED

💬 Conversation: 0n6TX1RISX6oQuhf_ik-Ww

Messages 2
Customers 1
Duration 2025-09-16 12:23:20 UTC to 2025-09-16 12:23:24 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:23:24 UTC | Status: CLOSED

💬 Conversation: 0poDeOFzTR2PW4qu5o_nVA

Messages 5
Customers 1
Duration 2025-09-16 12:23:32 UTC to 2025-09-16 13:02:45 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (46RXm7YJ...) | 2025-09-16 12:23:32 UTC
AGENT NOTE | Agent (aENgd0M-...) | 2025-09-16 13:02:07 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: WISMO replacement Troubleshooting & Actions Taken: No tracking information yet, advised cx it will be sent as soon as its available. Resources Used (provide details): (KB articles, Slack posts, internal docs.):kb, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (aENgd0M-...) | 2025-09-16 13:02:41 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (aENgd0M-...) | 2025-09-16 13:02:45 UTC | Status: CLOSED

💬 Conversation: PIrOiQlPQSGINAIj-A21mA

Messages 7
Customers 1
Duration 2025-09-16 12:26:52 UTC to 2025-09-16 13:46:12 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 12:27:11 UTC
Live Team Notes Serial Numbers:The 25h4090291rt and 25h4142712rt collar was removed from this account on 9/14/25 FW:n/a Issue/ Need: Cx says ""Marissa Halo Senior Customer Support" had a conversation that covered this topic in detail, she told me delivery by Wednesday via Fed-x 2 day. Please share this message with her" in response to that last rep who told cx 3-5 bus day timeline Troubleshooting & Actions Taken: Reached out to RES to make sure I can reply and not send back to management Checked order bot and cs order tracker and no tracking yet Advsd cx that although we do put 2-day air shipping on all of our warranty replacement deliveries, the estimated timeline for delivery is still 3-5 business days. The estimated delivery day they received of Wednesday, 9/17/25, will be the third business day. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly, RES, order bot, cs order tracker Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:27:19 UTC
Added: WprjYFTuRsSlVmqirbejqg | Removed: w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 12:27:20 UTC | Status: CLOSED
STATUS CHANGE | Customer (S4K0O9Ku...) | 2025-09-16 13:06:52 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:46:12 UTC | Status: CLOSED

💬 Conversation: 0Zs5RM46RxmyFQ2d3RaPTA

Messages 5
Customers 1
Duration 2025-09-16 12:28:16 UTC to 2025-09-16 14:00:58 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 13:56:47 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx having issue with collar 25h4132812rt No lights Recap (When/Where/What the customer wants) Collar has 0% battery Last heard 10 hours ago Is This Resolved/Follow-Up Required? Sending troubleshooting steps If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 13:56:54 UTC
Added: SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:00:58 UTC | Status: CLOSED

💬 Conversation: mHGRvDPYSlqJYoaiFU4kTQ

Messages 5
Customers 1
Duration 2025-09-16 12:29:00 UTC to 2025-09-16 14:31:38 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:47:32 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 14:31:36 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Laura Pownall Email: laurapownall2023@gmail.com Phone Number: Collar SN: 25h4280944rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx 's collar not fully charging and has issues with connectivity. Email cx "Halo Collar Charging Issue Troubleshooting Steps" Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 14:31:38 UTC | Status: CLOSED

💬 Conversation: NnhnXNlyRrGO69nPU-Wq0w

Messages 8
Customers 1
Duration 2025-09-16 12:30:26 UTC to 2025-09-16 13:09:17 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (mPdkJ4ac...) | 2025-09-16 12:30:26 UTC
AGENT NOTE | Agent (OVaCilev...) | 2025-09-16 12:51:50 UTC
First and Last Name: Daniel Hampton Email: danhampton900@gmail.com Collar SN: 25h4176517rt [Zeik] Collar FW: v.03.00.05 Resources: AP, Gladly Recap/TS: WISMO - replacement Address verified yesterday - today is BD #1 Also needs replacement Gray HC4 CX has made NUMEROUS referrals, but didn't realize we had the Refer a Friend - advised for future Verified Phone/Address for ARF Next Steps Follow-up? Emailed T1 ARF guidance Escalated to Accessories Request Full Name: Daniel Hampton Email: danhampton900@gmail.com Phone number: 8287126022 Collar SN: 25h4176517rt [Zeik] Collar Model: HC4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 190 Triple R Drive City: Canton State: NC Postal code: 28716 Country: US What are we sending the customer? (specify which model and color) If sending more than 1 of an item please specify: HC4 Collar Strap - Graphite Gray For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why". N/A
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 12:51:58 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (OVaCilev...) | 2025-09-16 12:52:01 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:05:45 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:09:17 UTC | Status: CLOSED

💬 Conversation: g146md0sTBeYOzyJ-za_1g

Messages 10
Customers 1
Duration 2025-09-16 12:32:01 UTC to 2025-09-16 19:54:39 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (gAB5E1Tj...) | 2025-09-16 12:32:01 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 12:37:20 UTC
First and Last Name: Suzanne Brett Email: suzannejcasey@gmail.com Collar SN: 23h3310498rt Collar FW: v.03.00.05 Resources: AP Answers Recap/TS: Charging port damaged Requested pic Warranty still active Next Steps Once CX provide pic, verify charging prot pulling out. Then initiate WR
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 12:37:46 UTC
Added: 4NylcZCDQ_-lGn_argWI_w
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 12:38:07 UTC | Status: CLOSED
STATUS CHANGE | Customer (gAB5E1Tj...) | 2025-09-16 19:47:16 UTC | Status: OPEN
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 19:53:35 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx has provided photo of damaged port on collar 23h3310498rt Battery level 0% Collar is within warranty window Recap (When/Where/What the customer wants) Sending macro to confirm collar is not in use Is This Resolved/Follow-Up Required? Once confirmed collar is not in use, please submit RMA thru AP If Follow Up Is Required (What/When) Cx will then need to verify shipping address Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 19:54:39 UTC | Status: CLOSED

💬 Conversation: mSXueIucTAi3KnceLrLoNA

Messages 20
Customers 1
Duration 2025-09-16 12:32:15 UTC to 2025-09-16 17:09:15 UTC
Message Types TOPIC_CHANGE: 3, EMAIL: 7, CONVERSATION_NOTE: 4, CONVERSATION_STATUS_CHANGE: 5, PHONE_CALL: 1
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:32:15 UTC
Added: oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 12:34:36 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Kellie Fishpaw Email: ktfishpaw@yahoo.com Phone Number: Collar SN: 24h4412037rt (Winnie) - Halo 4 purchased from Amazon/AM-FBA18JPK7MH7 received critical error needs WR. RMA: AW-20250914-45757 - CX still needs to confirm shipping address (2 bd) - resent link & deactivation notice. Collar FW: v.03.00.05 on 08/18/2025 23:21 Collar Purchased From: Amazon/AM-FBA18JPK7MH7 Resources: Verified CX in AP, Gladly Recap/TS: RMA: AW-20250914-45757 (24h4412037rt) Wismo/tracking # question. CX still needs to confirm shipping address (2 bd) - resent link & deactivation notice. Next Steps: email
STATUS CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:34:37 UTC | Status: CLOSED
STATUS CHANGE | Customer (RN0H1vsD...) | 2025-09-16 14:42:00 UTC | Status: OPEN
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 14:56:08 UTC
Live Team Notes Serial Numbers:24h4412037rt FW:v.03.00.05 Issue/ Need: needs link to confirm addi Troubleshooting & Actions Taken: sent link to confirm addi Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 14:56:15 UTC | Status: CLOSED
STATUS CHANGE | Customer (RN0H1vsD...) | 2025-09-16 16:55:26 UTC | Status: OPEN
PHONE_CALL | Customer (cwqm4SGe...) | 2025-09-16 16:57:19 UTC
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 16:58:52 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 16:59:09 UTC
Removed: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 17:01:27 UTC
https://www.halocollar.com/warranty-access?warrantyID=AW-20250914-45757 [https://www.halocollar.com/warranty-access?warrantyID=AW-20250914-45757]
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 17:08:28 UTC
Account Info Customer First and Last Name: Kellie Fishpaw Customer Email: ktfishpaw@yahoo.com Collar Serial Number: 24h4412037rt Firmware Build: Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap The link cx got to confirm her shipping address didn't work. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?) Sent a new link and she was able to confirm her shipping address.
STATUS CHANGE | Agent (WCBmyO3-...) | 2025-09-16 17:09:15 UTC | Status: CLOSED

💬 Conversation: M0OooxR4RTa6SMySZkXDRw

Messages 3
Customers 1
Duration 2025-09-16 12:33:00 UTC to 2025-09-16 12:33:51 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 12:33:00 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants to cancel sub Recap (When/Where/What the customer wants) Cx wants to cancel sub Cx doesn't want to add a card on file to do the cancellation Collar last heard from on account 21 hours ago Cancelled cx sub via stripe Is This Resolved/Follow-Up Required? Resolved - Y If Follow Up Is Required (What/When) Sending cx email that sub was cancelled Optional Additional Info:
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:33:51 UTC | Status: CLOSED

💬 Conversation: QQQiL2eYRyKJIcMN987jOA

Messages 6
Customers 1
Duration 2025-09-16 12:34:02 UTC to 2025-09-16 13:10:57 UTC
Message Types CHAT_MESSAGE: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (s73OMAl_...) | 2025-09-16 12:34:02 UTC | halocollar.com
One of the metal Allen clamps that hold my new collar together is missing
System/AI | 2025-09-16 12:34:36 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 13:05:59 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 13:10:49 UTC
Live Team Notes Serial Numbers: 25h4261148rt FW: v.03.00.05 Issue/ Need: Rivets came off on both ends of the collar Troubleshooting & Actions Taken: Sending kit over to cx Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Order #1660277 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 13:10:57 UTC | Status: CLOSED

💬 Conversation: Bf9ecO2rTx-WSV68FYNWEg

Messages 5
Customers 1
Duration 2025-09-16 12:35:04 UTC to 2025-09-16 13:01:17 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (xgEdUdnC...) | 2025-09-16 12:35:04 UTC
AGENT NOTE | Agent (aENgd0M-...) | 2025-09-16 13:00:17 UTC
Live Team Notes Serial Numbers: 25h4264391rt FW: v.03.01.02 Issue/ Need: Dead unit wont charge Troubleshooting & Actions Taken: Submitted WR Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly, AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (aENgd0M-...) | 2025-09-16 13:01:15 UTC
Added: f5K70j-7T1qdE8RdQP8GZg
STATUS CHANGE | Agent (aENgd0M-...) | 2025-09-16 13:01:17 UTC | Status: CLOSED

💬 Conversation: aT12Y-FhTBeRf_eUHyDjQg

Messages 3
Customers 1
Duration 2025-09-16 12:35:41 UTC to 2025-09-16 14:36:24 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (tQ2v-xob...) | 2025-09-16 12:35:41 UTC | halocollar.com
where is my replacement collar that malfunctioned over a week ago. Halo told me it was shipped but I still haven't received it. I eliminated my previous dog management system and totally rely on Halo. This is the second replacement collar and I am pretty frustrated. please get me the new collar.
System/AI | 2025-09-16 12:36:07 UTC | halocollar.com
I'm sorry to hear about the delay with your replacement collar. Typically, replacement collars are delivered within 3-5 business days after shipping. Please check your email for a shipping confirmation and tracking number. You can also verify your order status using your order number and email on our Order Status Dashboard. If you haven't received a confirmation email, please check your spam or junk folders. If the issue persists, contact our live support for further assistance. We're here to help and ensure you receive your collar promptly.
STATUS CHANGE | Unknown | 2025-09-16 14:36:24 UTC | Status: CLOSED

💬 Conversation: cH2VmJ5sQnO-DDbCDcS7Rw

Messages 3
Customers 1
Duration 2025-09-16 12:37:36 UTC to 2025-09-16 12:42:32 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 12:37:36 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants refund on sub plan Recap (When/Where/What the customer wants) Cx wants refund on sub plan Cx said they returned their collar and cancelled the plan I see in AP it was an Amazon purchase Asking cx for proof of Amazon return before I can refund the sub Is This Resolved/Follow-Up Required? Unresolved - Y If Follow Up Is Required (What/When) Sending cx email asking for Amazon return Optional Additional Info:
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:42:32 UTC | Status: CLOSED

💬 Conversation: 3UiKHPhxSzmCH-tsTej9Iw

Messages 3
Customers 1
Duration 2025-09-16 12:37:57 UTC to 2025-09-16 12:59:00 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YumuZHIE...) | 2025-09-16 12:58:56 UTC
Intermediate Notes Issue/ Need: Indoor feedback concerns Previous Steps:(previous interactions) Cx was contacted by Outreach in regard to Negative NPS feedback and scheduled a call to discuss Recap/TS: (current interaction) Cx made it clear he's overall happy with his collar and hasn't had any issues otherwise, but has recently noticed his dog Lily has been getting feedback while inside. I discussed options to eliminate the issue and cx felt it may be a good option to try a zone beacon since he keeps her collar on while inside. I did note that fences can be manually turned off but overall this may help with having to make those adjustments each time Lily goes in or out of the house. Had engineering review the collar and they were not able to identify any issues. With that, I followed-up with cx to summarize our discusson and confirm the findings along with the order I submitted for their zone beacon. Cx confirmed address while on the line with me. Resources: (Articles, Slack Threads, Docs) Admin Portal - collar info Slack - requested review by engineering Woo - setup beacon order (1659845) Next Steps: Cx will receive their zone beacon soon to see if that helps eliminate the indoor feedback. Nothing further needed at this time but can follow-up if they reach out with any questions or concerns moving forward.
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 12:59:00 UTC | Status: CLOSED

💬 Conversation: gELes3PQSCSFMCnYPPD1Qg

Messages 2
Customers 1
Duration 2025-09-16 12:38:21 UTC to 2025-09-16 12:39:00 UTC
Message Types CHAT_MESSAGE: 2
Customer (BHCPoC7g...) | 2025-09-16 12:38:21 UTC | halocollar.com
What is your sales support phone number
System/AI | 2025-09-16 12:39:00 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: Br3LGuM5SlihIhrPDwvmrg

Messages 3
Customers 1
Duration 2025-09-16 12:38:22 UTC to 2025-09-16 12:39:22 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 12:39:19 UTC
Accessory Order Number-1660248 H4 graphite strap kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 12:39:22 UTC | Status: CLOSED

💬 Conversation: TBee3ZFMQg6j2BqTOHNn9w

Messages 5
Customers 1
Duration 2025-09-16 12:39:13 UTC to 2025-09-16 13:36:43 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 13:33:18 UTC
Added: ZKYz4UsHRG6__sFoccYiEA
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 13:33:20 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx states there is a big delay in feedback Cx has two collars 24h3151877rt and 24h3153804rt Unsure which collar is having an issue Recap (When/Where/What the customer wants) Sending info on managing feedback Is This Resolved/Follow-Up Required? resolved If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:36:43 UTC | Status: CLOSED

💬 Conversation: 3sORK44eQea0jPw_ELO79w

Messages 5
Customers 1
Duration 2025-09-16 12:39:42 UTC to 2025-09-16 13:35:20 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 13:35:12 UTC
Live Team Notes Serial Numbers:25h4153375rt FW:v.03.01.02 PRODBETA Issue/ Need: GPS not giving feedback Troubleshooting & Actions Taken: HR, reinitialize gps, then test gps levels and fences Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YC_UAXeV...) | 2025-09-16 13:35:20 UTC
Added: DWX7EuMeSkumrbZ8T4AUPQ
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 13:35:20 UTC | Status: CLOSED

💬 Conversation: jqGajALgRLGo1KE3r6RIJw

Messages 6
Customers 1
Duration 2025-09-16 12:39:57 UTC to 2025-09-16 13:12:20 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 12:39:57 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants to cancel sub plan as says he no longer has a collar Recap (When/Where/What the customer wants) Per AP 24h3194830rt - collar last heard 8/20/25 Cx enrolled in annual bronze plan Cancelled plan immediately in stripe Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Email cx that plan has been cancelled Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 12:40:14 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 12:43:15 UTC | Status: CLOSED
STATUS CHANGE | Customer (y7YWfIY0...) | 2025-09-16 13:12:20 UTC | Status: OPEN

💬 Conversation: d8fLTHolQdqPV5r_poOJIg

Messages 4
Customers 1
Duration 2025-09-16 12:40:37 UTC to 2025-09-16 12:42:51 UTC
Message Types CHAT_MESSAGE: 4
Customer (PCpqupG7...) | 2025-09-16 12:40:37 UTC | halocollar.com
Collars are slow to update position
System/AI | 2025-09-16 12:41:05 UTC | halocollar.com
Hi there! If your Halo Collar is slow to update its position, it might need GPS initialization. Simply take the collar outside to an open area with a clear sky view and keep it still until the GPS light blinks green (Halo 4) or blue (Halo 3/older), indicating active GPS. Make sure the collar is charged and connected to Wi-Fi for automatic satellite data downloads, which enhance GPS accuracy. If issues persist, please check that your collar's firmware is up-to-date and fitted properly on your dog. Let us know if you need further assistance!
Customer (PCpqupG7...) | 2025-09-16 12:41:52 UTC | halocollar.com
I have already tried this step and it did not work
System/AI | 2025-09-16 12:42:51 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: D7N67EwNSsuyQCQ-zG8XXA

Messages 5
Customers 1
Duration 2025-09-16 12:40:43 UTC to 2025-09-16 13:26:59 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1
PHONE_CALL | Customer (yqiMfuVq...) | 2025-09-16 12:40:43 UTC
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 13:14:17 UTC
Live Team Notes Serial Numbers:24h3331012rt FW: Tracking Number: 791743251035 May 5 2025 received at warehouse Tracking Number: 797326059653 delivered May 5 2025 warranty ID: AW-20250902-43478 Issue/ Need: Customer is seeking an update on a replacement collar that was promised within 3–5 days (since Sunday). The app still shows “pending replacement” with no further updates. Verified a pending deactivation for replacement, but no new collar has been shipped. Customer unclear about previous replacement activity; does not recall a July warranty return. Order #1656146 is still under review, and billing is investigating if the collar meant to be returned was kept. CS system shows the replacement was already shipped, but status remains unclear. Customer was advised to wait for billing to complete their review. Case escalated to Billing Department due to conflicting records and unresolved replacement status. Troubleshooting & Actions Taken: Escalate to billing team to look into replacement status Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 13:18:25 UTC
Billing Team Escalation Notes Affected Serial Number: 24h3331012rt FW: v.02.08.11 Order ID: warranty ID: 20250902-43478 (RMA received) RMA Ticket #: Subscription Start Date: Feb 3 2024 Reason for Escalation: Customer is seeking an update on a replacement collar that was promised within 3–5 days (since Sunday). The app still shows “pending replacement” with no further updates. Verified a pending deactivation for replacement, but no new collar has been shipped. Customer unclear about previous replacement activity; does not recall a July warranty return. Order #1656146 is still under review, and billing is investigating if the collar meant to be returned was kept. CS system shows the replacement was already shipped, but status remains unclear. Customer was advised to wait for billing to complete their review. Case escalated to Billing Department due to conflicting records and unresolved replacement status. Requested Action: WR status for warranty ID: 20250902-43478
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 13:26:59 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w

💬 Conversation: hqX-c8zsSVaKbZ_tMP1Oiw

Messages 3
Customers 1
Duration 2025-09-16 12:41:06 UTC to 2025-09-16 12:42:30 UTC
Message Types CHAT_MESSAGE: 3
Customer (6b57QP0Y...) | 2025-09-16 12:41:06 UTC | halocollar.com
How do I add a caretaker to my account
System/AI | 2025-09-16 12:41:36 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (6b57QP0Y...) | 2025-09-16 12:42:30 UTC | halocollar.com
I need to add a dog sitter to my account so she can use the collar with my dog

💬 Conversation: 8KR2PfMXRiSOT7MhjsTMAQ

Messages 8
Customers 1
Duration 2025-09-16 12:41:22 UTC to 2025-09-16 17:27:05 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:37:35 UTC
First and Last Name: Susan Reuschel Email: queensabrina8118@gmail.com Phone Number: Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The cx wants to know how they can cancel their subscription. Next Steps: Email the cx the instructions for them to cancel their subscription. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:37:38 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:37:41 UTC | Status: CLOSED
STATUS CHANGE | Customer (rtD_pIbn...) | 2025-09-16 15:25:59 UTC | Status: OPEN
STATUS CHANGE | Unknown | 2025-09-16 17:27:05 UTC | Status: CLOSED

💬 Conversation: PCzPS1bEToubLy3ctTmnLg

Messages 4
Customers 1
Duration 2025-09-16 12:41:32 UTC to 2025-09-16 12:59:11 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (8V_ldkDT...) | 2025-09-16 12:41:32 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 12:58:36 UTC
First and Last Name: JD Hammons Email: Not Provided Collar SN: NA Collar FW: NA Resources: AP Answers Recap/TS: Pre-puchase Questions Next Steps Pre-Purchase Answers
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 12:58:43 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 12:59:11 UTC | Status: CLOSED

💬 Conversation: DmrK-EsIT9Cr16Z_N0cCSA

Messages 1
Customers 1
Duration 2025-09-16 12:41:42 UTC to 2025-09-16 12:41:42 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 12:41:42 UTC | Status: CLOSED

💬 Conversation: cfJ1H3UYR8GujbqEqtAGnw

Messages 12
Customers 1
Duration 2025-09-16 12:42:09 UTC to 2025-09-16 15:21:35 UTC
Message Types EMAIL: 5, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:33:21 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:33:28 UTC
Added: tWVb8l74TQWoFOK-wNWbdw | Removed: mBJH5lIYT8e2_OFrmpcDwA
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 13:33:34 UTC
First and Last Name: Landon Carlberg Email: landonhhw@yahoo.com Collar SN: 23h3262278rt, 24h3042278rt Collar FW: v.02.08.11 Resources: AP Gladly Recap/TS: Empty app logs Next Steps: F/u with empty app logs macro
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:33:35 UTC | Status: CLOSED
STATUS CHANGE | Customer (aWNBD3If...) | 2025-09-16 14:34:35 UTC | Status: OPEN
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 15:21:34 UTC
Live Team Notes Serial Numbers:24h3042278rt FW: Issue/ Need: cx's collar is not charging Troubleshooting & Actions Taken: sent dead unit steps, WB is not reporting anything odd on our end Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:21:35 UTC | Status: CLOSED

💬 Conversation: 2yDPFKJzRrS-UE-Ek-aQVQ

Messages 3
Customers 1
Duration 2025-09-16 12:42:40 UTC to 2025-09-16 12:44:09 UTC
Message Types CHAT_MESSAGE: 3
Customer (uhWwVYRy...) | 2025-09-16 12:42:40 UTC | halocollar.com
Rogers Halo fell off and battery died- we cannot locate it.
System/AI | 2025-09-16 12:42:55 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (uhWwVYRy...) | 2025-09-16 12:44:09 UTC | halocollar.com
can we located a dead halo collar? it fell off

💬 Conversation: 4zUq1OOtQfeIYUAvjArGRA

Messages 2
Customers 1
Duration 2025-09-16 12:45:05 UTC to 2025-09-16 14:34:07 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 14:34:07 UTC
Added: MlIsYsoXS1qWWFbZys35mg

💬 Conversation: lL39BwOKTjyHYqGUR23VyA

Messages 8
Customers 1
Duration 2025-09-16 12:49:02 UTC to 2025-09-16 18:44:54 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 12:49:02 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx states their package was delivered, but stolen & they would like a REP order to be sent Recap (When/Where/What the customer wants) Order: 1653859 Tracking: 392809729934 [https://www.fedex.com/fedextrack/?trknbr=392809729934&trkqual=2460922000~392809729934~FX]; shows delivered with claim ticket open SNs: 25h4303072rt,25h4303296rt (deactivated) Is This Resolved/Follow-Up Required? FU - having cx verify their address first before submitting new REP order If Follow Up Is Required (What/When) Create REP order for 1653859 Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 12:57:34 UTC | Status: CLOSED
STATUS CHANGE | Customer (MQMSmZQr...) | 2025-09-16 16:32:54 UTC | Status: OPEN
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 18:41:01 UTC
Accessory Order Number- 1660423 is replacing 1653859 (lost or stolen package)
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 18:44:54 UTC | Status: CLOSED

💬 Conversation: dMz0Z5I_RLaS8GTDskKYUg

Messages 3
Customers 1
Duration 2025-09-16 12:49:16 UTC to 2025-09-16 12:50:18 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 12:49:16 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx lost the collar they needed to return Recap (When/Where/What the customer wants) Cx lost the collar they needed to return Added to the warranty collars not returning sheet Sending cx further attention macro Will get with my lead tomorrow to see what the outcome will be Is This Resolved/Follow-Up Required? Y If Follow Up Is Required (What/When) Sending cx email that we are looking into it Optional Additional Info:
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 12:50:18 UTC | Status: CLOSED

💬 Conversation: tLsZNUi0THiHj5SYk2K7Ag

Messages 3
Customers 1
Duration 2025-09-16 12:49:43 UTC to 2025-09-16 14:50:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (oNQPBdw7...) | 2025-09-16 12:49:43 UTC | halocollar.com
I keep getting incorrect pin when I try to connect via blue tooth
System/AI | 2025-09-16 12:50:02 UTC | halocollar.com
Hi there! It sounds like you're having a common issue. Remember, the Halo Collar connects to your phone only through the Halo App, not your phone’s standard Bluetooth settings. Please ensure the collar is fully charged, the Halo App is installed, and Bluetooth permissions are enabled for the app. Once you open the Halo App, it should automatically detect and connect to the collar. If you're still having trouble, make sure your collar's firmware is up to date and try using the nRF Connect Mobile App to see if the collar is discoverable. Let me know if this helps or if you have any more questions!
STATUS CHANGE | Unknown | 2025-09-16 14:50:31 UTC | Status: CLOSED

💬 Conversation: uZXWCExeRv2NMWrtCdy2RA

Messages 7
Customers 1
Duration 2025-09-16 12:51:35 UTC to 2025-09-16 14:58:34 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (bfvsuPnU...) | 2025-09-16 12:51:35 UTC | halocollar.com
Can I set up the collar without having it in hand?
System/AI | 2025-09-16 12:51:57 UTC | halocollar.com
To set up the Halo Collar, you'll need to have it with you. Make sure it's charged and turned on so you can pair it with the Halo App via Bluetooth. Keep the collar connected to the charger and your phone within 50 feet. Then, just follow the app's instructions to complete the setup, including adding pet details and connecting to Wi-Fi. If you have any more questions, feel free to ask!
Customer (bfvsuPnU...) | 2025-09-16 12:53:04 UTC | halocollar.com
Can more than one person use my account for the collar
System/AI | 2025-09-16 12:53:35 UTC | halocollar.com
Yes, more than one person can use your Halo account for the collar! Just share the same login credentials across multiple devices. This way, everyone can access tracking, manual feedback, and collar settings. Please ensure all users complete the User Training for safe and proper handling of the collar.
Customer (bfvsuPnU...) | 2025-09-16 12:57:15 UTC | halocollar.com
If someone else sets up the collar will I be able to see what’s going on if I’m logged into my account?
System/AI | 2025-09-16 12:57:36 UTC | halocollar.com
Absolutely! If someone else sets up the collar using your account, you can still see all updates and information. Just use the same login credentials on your device. This way, you can access tracking, manual feedback, and collar settings from anywhere, keeping you informed about your dog's activities and safety.
STATUS CHANGE | Unknown | 2025-09-16 14:58:34 UTC | Status: CLOSED

💬 Conversation: Mgmv6lWTQCSFEQEJINHKAg

Messages 4
Customers 1
Duration 2025-09-16 12:53:28 UTC to 2025-09-16 14:54:33 UTC
Message Types CHAT_MESSAGE: 3, CONVERSATION_STATUS_CHANGE: 1
Customer (sYpGc9iC...) | 2025-09-16 12:53:28 UTC | halocollar.com
How do I change my password
Customer (sYpGc9iC...) | 2025-09-16 12:53:54 UTC | halocollar.com
On the app
System/AI | 2025-09-16 12:54:28 UTC | halocollar.com
Hey there! To change your password in the Halo Collar app, just open the app and tap 'Log In.' Then, select 'Forgot Password?' and enter your email to get a recovery link. Once you receive the email, reset your password and tap 'Submit.' You can then log in with your new password. If you run into any issues, make sure to check your spam or junk folders for the recovery email. Need more help? Just let me know!
STATUS CHANGE | Unknown | 2025-09-16 14:54:33 UTC | Status: CLOSED

💬 Conversation: QuizNb_9T86j-7F4OdSfPg

Messages 3
Customers 1
Duration 2025-09-16 12:54:34 UTC to 2025-09-16 12:56:12 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1
AGENT NOTE | Agent (nNKLv8vG...) | 2025-09-16 12:54:34 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Tara Cronbaugh Email: tara@thejavahouse.com Phone Number: 3193313073 Collar SN: 25h4246245rt (Teddy) - Halo 4 - NO purchase details in AP - Collar has a critical error in AP. Collar SN: 25h4262701rt (Charlie) - Halo 4 - NO purchase details in AP - Collar has a critical error in AP. Collar FW: both collars: v.03.00.05 on 08/20/2025 20:14 Collar Purchased From: Amazon Resources: Verified CX in AP, Gladly. Recap/TS: Both Halo 4 collars have critical errors in AP that need WR. CX purchased via Amazon and started a return for a refund. Next Steps: Prior Agent escalated to RMA for deactivation of collars.
TOPIC CHANGE | Agent (nNKLv8vG...) | 2025-09-16 12:54:35 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w, jjmywZ3VSKKjVyuw1USzJQ

💬 Conversation: sr-YMq9PTJuNzaX6PqgKSg

Messages 10
Customers 1
Duration 2025-09-16 12:57:12 UTC to 2025-09-16 14:13:00 UTC
Message Types PHONE_CALL: 1, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (c4yVvgoL...) | 2025-09-16 12:57:12 UTC
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:03:21 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 13:03:26 UTC
First and Last Name: Jene (Carolyn) Jordan Email: jenejordan2@mac.com Collar SN: Collar FW: Resources: AP Recap/TS: Cx states they cancelled their membership in Aug. CX states they were charged in September. Next Steps: AP shows an active Gold membership Second account found- carolyn.jordan1@gmail.com This account cancelled in Aug -- carolyn.jordan1@gmail.com Advised cx they have 2 accounts. CX will cancel the other account under husband's email
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:03:28 UTC | Status: CLOSED
STATUS CHANGE | Customer (c4yVvgoL...) | 2025-09-16 13:24:05 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 14:12:55 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX states they already canceled their plan and was charged again Recap (When/Where/What the customer wants) Canceled jenejordan2@mac.com and refunded $19.99 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 14:13:00 UTC | Status: CLOSED

💬 Conversation: zCp3WQheR1WRRA-QWihE5A

Messages 7
Customers 1
Duration 2025-09-16 12:57:22 UTC to 2025-09-16 13:15:51 UTC
Message Types CONVERSATION_STATUS_CHANGE: 4, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 12:57:22 UTC | Status: OPEN
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 12:57:54 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx looking for shipping status on AW-20250908-44636 Recap (When/Where/What the customer wants) Per AP 9/16 it has been updated: Shipped Replacement Status Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Emailing cx that the replacement collar has not been shipped Optional Additional Info:
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:00:47 UTC
Removed: U-i1ECnGRuuQs6yo6MyFzw
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:00:48 UTC | Status: CLOSED
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 13:15:25 UTC | Status: OPEN
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:15:51 UTC | Status: CLOSED

💬 Conversation: dkXNvBiKQaqB1BcbMNdMDA

Messages 17
Customers 1
Duration 2025-09-16 12:59:15 UTC to 2025-09-16 23:26:15 UTC
Message Types CHAT_MESSAGE: 9, CONVERSATION_STATUS_CHANGE: 2, EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2
Customer (VDCXesy4...) | 2025-09-16 12:59:15 UTC | halocollar.com
My Halo is not showing the correct location of my dog
System/AI | 2025-09-16 12:59:39 UTC | halocollar.com
Hi there! To fix the location issue with your Halo Collar, it might need GPS initialization. Please take the collar outside to an open area, away from buildings or trees, and keep it still until the GPS light changes to blinking green (Halo 4) or blue (Halo 3 or older). Once initialized, give the collar a little shake or move it slightly to trigger the motion sensors and update its location in the app. Make sure the collar is charged and connected to Wi-Fi for the best results. If the problem continues, try using the diagnostics in the app's Collar Settings to check GPS accuracy. Let me know if you need any more help!
STATUS CHANGE | Unknown | 2025-09-16 15:00:35 UTC | Status: CLOSED
Customer (VDCXesy4...) | 2025-09-16 23:05:55 UTC | halocollar.com
Halo is not showing correct location of my dog
STATUS CHANGE | Customer (VDCXesy4...) | 2025-09-16 23:05:55 UTC | Status: OPEN
System/AI | 2025-09-16 23:06:24 UTC | halocollar.com
Hi there! To fix the location issue with your Halo, try initializing the GPS. Take the collar outside to an open area away from buildings or trees, and keep it still until the GPS light blinks green (Halo 4) or blue (Halo 3 or older). Then, shake or move the collar slightly to update its location in the app. Make sure your collar is charged and connected to Wi-Fi for the best performance. If the problem continues, check the diagnostics in the Halo App's Collar Settings and keep your firmware updated for optimal results.
Customer (VDCXesy4...) | 2025-09-16 23:08:31 UTC | halocollar.com
It’s not blinking at all
System/AI | 2025-09-16 23:09:08 UTC | halocollar.com
Hi Jennifer! If your Halo Collar isn't blinking, it might need to be charged or powered on. Please connect the collar to its charger and ensure the battery lights up. Then, press the power button for one second to see if it turns on. Let me know if it's still not responding after these steps.
Customer (VDCXesy4...) | 2025-09-16 23:10:21 UTC | halocollar.com
if i press the power button the paw blinks orange once
Customer (VDCXesy4...) | 2025-09-16 23:10:38 UTC | halocollar.com
it is fully charged
System/AI | 2025-09-16 23:11:37 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:16:59 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 23:24:36 UTC
Live Team Notes Serial Numbers: 21h2441642rt - Ozzy B FW: v.03.01.02 PRODBETA Issue/ Need: Stuck Pet Pin Troubleshooting & Actions Taken: Took the collar outside by hand No GPS satellite data detected GPS Signal Level staying a 50 App will not register any signal changes attempted Resources Used (provide details): (KB articles, Slack posts, internal docs.): Weak GPS Accuracy [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.wetmsfda2ba] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 23:25:51 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 21h2441642rt - Ozzy B Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Date & Time of Occurrence: 9/16/25 @ 7:20 PM EST Is the Issue Reproducible? (Yes/No – If Yes, include steps): Yes Took the collar outside by hand No GPS satellite data detected GPS Signal Level staying a 50 App will not register any signal changes attempted Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Yes Screenshots: (Yes/No) System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:26:15 UTC
Added: aIJbSEmbQouKVHTp2qhnKA, majmLeKgRJekuZZECNBxAQ

💬 Conversation: 8oOLTRemT3CkLWAvPsiq-A

Messages 6
Customers 1
Duration 2025-09-16 12:59:33 UTC to 2025-09-16 13:42:32 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Customer (mWlImJmo...) | 2025-09-16 12:59:33 UTC | Status: OPEN
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:40:00 UTC
Added: oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 13:42:25 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Darrel Barnes Email: dbarnes_tetra@yahoo.com Phone Number: Collar SN: AW-20250915-45958 Collar FW: Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx is WISMO replacement. Email cx the replacement delivery timeline Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 13:42:32 UTC | Status: CLOSED

💬 Conversation: P6PJDhAqQ4K-gof47zGElg

Messages 5
Customers 1
Duration 2025-09-16 12:59:57 UTC to 2025-09-16 13:12:53 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (OP7shnqe...) | 2025-09-16 12:59:57 UTC
AGENT NOTE | Agent (OVaCilev...) | 2025-09-16 13:12:33 UTC
First and Last Name: Harold Cain Email: 121884cain@gmail.com Collar SN: 24h3320970rt [Boone] Collar FW: v.02.08.11 Resources: AP, Gladly Recap/TS: HC not charging - already tried alt cable & mag adapter HC shows full charge & recent update in AP CX advised he is also unable to send manual feedback to the HC, but can send to the other collar CX is not at home w/ the HC now to TS Next Steps: Emailed follow-up CX will CB or DP when he gets back home to the HC to TS the feedback delivery issue
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 13:12:45 UTC
Added: 76jKdDJqQKG1X52gm4kjGg, JtcxbEt4TE6JoIeFX4UU8Q
STATUS CHANGE | Agent (OVaCilev...) | 2025-09-16 13:12:53 UTC | Status: CLOSED

💬 Conversation: 62MrpFwWQP6XUUkMZkGVbg

Messages 9
Customers 1
Duration 2025-09-16 13:00:31 UTC to 2025-09-16 14:59:46 UTC
Message Types EMAIL: 4, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 13:42:00 UTC
Live Team Notes Serial Numbers:24h3170357rt FW:v.02.08.11 Issue/ Need: cx's dog passed and wants to use the collar on his puppy, asking about age and the size Troubleshooting & Actions Taken: sending info to wait for 6 months old, size is one size with H3, the H4 is a bit smaller, but he has a lab, so the 3 should work for the size the dog will be Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 13:42:17 UTC | Status: CLOSED
STATUS CHANGE | Customer (nde28k98...) | 2025-09-16 14:46:43 UTC | Status: OPEN
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 14:58:42 UTC
Live Team Notes Serial Numbers:24h3170357rt FW:v.02.08.11 Issue/ Need: thank you for sending the info he had requested Troubleshooting & Actions Taken: send a thank you for being part of the pack Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 14:59:46 UTC | Status: CLOSED

💬 Conversation: DAFIqGONSyqPHC4ioIIeyg

Messages 5
Customers 1
Duration 2025-09-16 13:01:30 UTC to 2025-09-16 15:04:42 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (lao56QQe...) | 2025-09-16 13:01:30 UTC | halocollar.com
My halo collar will not charge. It says it's 99% charged, but when i unplug it, it says critically low battery and that it only has 5 minutes.
System/AI | 2025-09-16 13:01:59 UTC | halocollar.com
It sounds like your Halo Collar might need a battery recalibration. To fix this, plug the collar into the charger and hold the power button for 15 seconds, then release it. Let the collar fully discharge until it turns off. After that, keep it powered off for at least 5 hours, then charge it fully to 100% without interruption. If the problem continues after these steps, please let us know so we can help you further. Also, make sure the charging pins are clean and the power source is working properly.
Customer (lao56QQe...) | 2025-09-16 13:03:44 UTC | halocollar.com
Ok. I will try this. Thank you.
System/AI | 2025-09-16 13:04:06 UTC | halocollar.com
You're very welcome, Lisa! If you have any more questions or need further assistance, just let me know. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 15:04:42 UTC | Status: CLOSED

💬 Conversation: 2-C_dsllSoy33l2pre9AeA

Messages 4
Customers 1
Duration 2025-09-16 13:02:28 UTC to 2025-09-16 13:09:14 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 13:02:28 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx needs return pushed through due to expired label Recap (When/Where/What the customer wants) Tracking: 791937121853 - shows delivered 9/15 RMA QV7EBRU7 - shows resolved this morning 9/16 - cx has been refunded $528.94 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 13:02:33 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 13:09:14 UTC | Status: CLOSED

💬 Conversation: NJkj3rYoQhax8PJ_Fnm9-Q

Messages 12
Customers 1
Duration 2025-09-16 13:03:03 UTC to 2025-09-16 13:19:11 UTC
Message Types CHAT_MESSAGE: 7, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (eCnZ11pA...) | 2025-09-16 13:03:03 UTC | halocollar.com
My collar is not working again and I’m checking on if there’s mailing a new one
System/AI | 2025-09-16 13:03:32 UTC | halocollar.com
Hi there! If your Halo Collar isn't working and you need a replacement, please check your email for a shipping address confirmation. This email is sent to the address linked to your Halo account. If you didn't receive a diagnostic error or can't find the confirmation email, please reach out to our Live Support for further assistance. Replacement collars are usually shipped within 3-5 business days after confirming your address. For more details on checking your order status, visit our Order Status Dashboard.
Customer (eCnZ11pA...) | 2025-09-16 13:04:04 UTC | halocollar.com
yes, I received a diagnostic error
System/AI | 2025-09-16 13:04:34 UTC | halocollar.com
Great, you're on the right track! Since you've received a diagnostic error, please check your email for the shipping address confirmation for your replacement. Make sure to look in your inbox, spam, junk, or promotions folders if it's not immediately visible. Once you confirm your address, the replacement collar will be shipped within 3-5 business days. If you need any more help, feel free to reach out to our Live Support team.
Customer (eCnZ11pA...) | 2025-09-16 13:04:48 UTC | halocollar.com
Can I get a telephone number for customer service?
System/AI | 2025-09-16 13:05:33 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (eCnZ11pA...) | 2025-09-16 13:06:07 UTC | halocollar.com
Thank you
PHONE_CALL | Customer (i3-RGe6h...) | 2025-09-16 13:09:03 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 13:18:55 UTC
First and Last Name: Lori Lechtanski Email: harborel@msn.com Collar SN: Collar FW: Resources: AP Answers Recap/TS: AW-20250915-46028 Address Confirmation Next Steps Provided address confirmation link via email Walked CX through address confirmation CX missing strap adjustment screw. Requested pic. Once pic is received, request strap adjustment kit
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 13:19:06 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 13:19:11 UTC | Status: CLOSED

💬 Conversation: fhrMbdcJRZKak4pFwWri9A

Messages 13
Customers 1
Duration 2025-09-16 13:04:02 UTC to 2025-09-16 14:06:30 UTC
Message Types CHAT_MESSAGE: 8, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (tBsgnYNY...) | 2025-09-16 13:04:02 UTC | halocollar.com
I’m having a problem with a collar charging
System/AI | 2025-09-16 13:04:30 UTC | halocollar.com
Hi there! To help with your Halo Collar charging issue, please make sure you're using the original charging cable and that the charging port is clean and dry. Connect the collar to a USB-C cable and charging block, not a computer, and look for LED lights to confirm it's charging. If it still doesn't charge, try removing any protective case and test the charger with another device. Check the charging port for any debris and clean it gently. If the problem persists, you can perform a hard reset by holding the power button for 15 seconds while the collar is plugged in. If you're still having trouble, feel free to reach out to support for further assistance.
Customer (tBsgnYNY...) | 2025-09-16 13:04:58 UTC | halocollar.com
Ok
System/AI | 2025-09-16 13:05:18 UTC | halocollar.com
If you need any more help, feel free to ask. Have a great day! 😊
Customer (tBsgnYNY...) | 2025-09-16 13:05:29 UTC | halocollar.com
Thanks
System/AI | 2025-09-16 13:05:48 UTC | halocollar.com
You're welcome! If you have more questions or need help in the future, just let me know. Have a wonderful day! 🐶
Customer (tBsgnYNY...) | 2025-09-16 13:54:31 UTC | halocollar.com
I tried the suggestions and the collar is not charging
System/AI | 2025-09-16 13:54:49 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (7JvJ20Pr...) | 2025-09-16 13:55:43 UTC
AGENT NOTE | Agent (1SOmeXH2...) | 2025-09-16 14:06:21 UTC
Live Team Notes Serial Numbers: 24h3153935rt FW: v.02.08.11 Issue/ Need: collar not charging Troubleshooting & Actions Taken: collar not going above 0% after being plugged in -Cx has used a different charger, still not working -The charging port has been cleaned, and no debris -cx has done a HR with the case off -pushed fw update and cx would reach back if it does not still work Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1SOmeXH2...) | 2025-09-16 14:06:29 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (1SOmeXH2...) | 2025-09-16 14:06:30 UTC | Status: CLOSED

💬 Conversation: saGoo71NTeWYcidkRJEWEQ

Messages 4
Customers 1
Duration 2025-09-16 13:05:12 UTC to 2025-09-16 13:05:35 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 13:05:12 UTC
Live Team Notes Serial Numbers:22h2190428rt - BEAR FW: v.03.00.05 Issue/ Need: *CS has cut down GPS threshold due to pup getting shocked inside the home *Now he is not able to accurately track bear *Cs asked since he has been a long time customer and had multiple replacements if we could give him a deal Troubleshooting & Actions Taken: *CS has HC *Educated Cs on upgrading via HC Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 13:05:35 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 13:05:35 UTC | Status: CLOSED

💬 Conversation: aqMs4_RaTiGVcadwuT3K0g

Messages 5
Customers 1
Duration 2025-09-16 13:06:03 UTC to 2025-09-16 13:06:28 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 13:06:03 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 13:06:06 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 13:06:10 UTC
First and Last Name: NA Email: cblakem@uky.edu Other contact info if possible: Cx did not join the call/hung up. Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) N If NO- Send "Failed to connect"
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 13:06:28 UTC | Status: CLOSED

💬 Conversation: Fz5RRXEKTASg0uNk33092Q

Messages 5
Customers 1
Duration 2025-09-16 13:07:39 UTC to 2025-09-16 13:17:09 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 13:07:39 UTC
Live Team Notes Serial Numbers: 24h3201729rt FW: 02.08.11 Issue/ Need: Cx lost charging adapter for H3 collar, needs replacement ASAP Troubleshooting & Actions Taken: -Informed cx that an accessory request can be submitted for 2 day delivery -Cx was satisfied with assistance -Will submit accessory request for cx Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal, Woocommerce Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 13:12:36 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 13:17:04 UTC
Accessory Order Number-1660286 H3 Mag Adapter
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:17:09 UTC | Status: CLOSED

💬 Conversation: OdrUslXaQNqO-j5wbA8sCQ

Messages 8
Customers 1
Duration 2025-09-16 13:09:45 UTC to 2025-09-16 13:27:25 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 13:10:10 UTC
Accessory Order Number-1660275 2nd Blaze strap kit
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 13:12:34 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX states they were promised 2 blaze strap kits and only one was ordered Recap (When/Where/What the customer wants) Placed an order for a second blaze kit This Cx has been sent 2 new H4 kits, 5 accessory orders in the past 2 weeks and a $50 GC Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:12:37 UTC | Status: CLOSED
STATUS CHANGE | Customer (nBElYgKJ...) | 2025-09-16 13:23:22 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:27:25 UTC | Status: CLOSED

💬 Conversation: xRR9lfM-T-aAVRwQmYJVqg

Messages 6
Customers 1
Duration 2025-09-16 13:10:06 UTC to 2025-09-16 13:28:28 UTC
Message Types PHONE_CALL: 1, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
PHONE_CALL | Customer (58JxlCsA...) | 2025-09-16 13:10:06 UTC
TOPIC CHANGE | Agent (Ms1as41J...) | 2025-09-16 13:28:24 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (Ms1as41J...) | 2025-09-16 13:28:28 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Tara Vance Email: tj166905@ohio.edu Phone Number:18477728934 Collar SN: 23h3427141rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: AP, Gladly, Slack Recap/TS: cx wanted to cancel sub plan since wasn't using the collar, and cc was lost. She missed a payment. Sub was cancelled. She decided to reopen acct to start using the collar again. She was billed twice and really wants to be refunded for the August payment since she wasn't using the collar. Next Steps: Escalate to billing Billing Team Escalation Notes Affected Serial Number: 23h3427141rt FW: v.02.08.11 Order ID: 1314348 RMA Ticket #: Subscription Start Date: Sep 16, 2025 8:58 AM Reason for Escalation: cx wanted to cancel sub plan since wasn't using the collar, and cc was lost. She missed a payment. Sub was cancelled. She decided to reopen acct to start using the collar again. She was billed twice and really wants to be refunded for the August payment since she wasn't using the collar. Requested Action: Refund last month sub membership plan please

💬 Conversation: bwgGGVVFS0WS6hpoEFPuKA

Messages 6
Customers 1
Duration 2025-09-16 13:12:32 UTC to 2025-09-16 13:50:43 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 13:50:32 UTC
First and Last Name: Johnson Family Email: mel.bri0803@gmail.com Phone Number: Collar SN: 25h4309912rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx is having difficulty pairing the beacon. Next Steps: Email the cx the beacon TS instructions macro. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:50:41 UTC
Added: knxFA9d_QvCvKSD3FB0LTQ
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 13:50:43 UTC | Status: CLOSED

💬 Conversation: bz-MbOIHSGSnB1vq9nyCQg

Messages 4
Customers 1
Duration 2025-09-16 13:13:28 UTC to 2025-09-16 13:14:30 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 13:13:28 UTC
Live Team Notes Chris Kelly - Bethann Kelly Serial Numbers: 24h4483540rt FW: Issue/ Need: cx got alert to replace collar due to malfunction cx says she thinks she completed it Troubleshooting & Actions Taken: Looking at AP showing WR in NetSuite Adv cx on shipping time line Adv cx to remove accessories from old collar Cx aware on how to send old dcollar back to us Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 TS Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 13:13:33 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 13:14:30 UTC | Status: CLOSED

💬 Conversation: R5DJSx6KRf2im4zm8-9SHg

Messages 5
Customers 1
Duration 2025-09-16 13:14:22 UTC to 2025-09-16 13:22:16 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (M4xQWPfX...) | 2025-09-16 13:14:22 UTC
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 13:22:10 UTC
Live Team Notes Serial Numbers:n/a FW:n/a Issue/ Need: Potential Cx is interested in getting halo collar but wants to know what size they should get - 5 months old dog - Goldendoodle - neck size now is 10 inches Troubleshooting & Actions Taken: Asked cx which model she is interested in and she advised the halo 3 collar - suggested for cx to get medium/large size and then she can adjust it to a smaller size if needed - cx forgot to hang up - I disconnected the call on our end Resources Used (provide details): (KB articles, Slack posts, internal docs.): gladly, halocollar.com [http://halocollar.com] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:22:13 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:22:16 UTC | Status: CLOSED

💬 Conversation: VYDzr94SQD64b0ES_FDptw

Messages 12
Customers 1
Duration 2025-09-16 13:14:41 UTC to 2025-09-16 13:30:29 UTC
Message Types PHONE_CALL: 2, CONVERSATION_NOTE: 2, EMAIL: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (I1N-Q7r8...) | 2025-09-16 13:14:41 UTC
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 13:19:03 UTC
Label Request Notes RMA Number from Admin Portal- AW-20250901-43294 Reason for Request- Return label not included with replacement Accessory or Collar- Collar Customer's Shipping Address- 269 Cana Road NE Check, VA 24072 If the Shipping Address or the RMA Number is missing, we will not be able to send the label and the conversation will be sent back to you to complete
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 13:19:34 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 13:20:53 UTC | Status: CLOSED
STATUS CHANGE | Customer (I1N-Q7r8...) | 2025-09-16 13:25:48 UTC | Status: OPEN
PHONE_CALL | Customer (I1N-Q7r8...) | 2025-09-16 13:25:49 UTC
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:30:16 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ | Removed: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 13:30:28 UTC
First and Last Name: James Flenner Email: RyanFlenner@protonmail.com Collar SN: 24h4453087rt Collar FW: na Resources: AP Recap/TS: CX just called about a missing label. CX just found the label Next Steps: Cancelled task for a replacement label CX will use the label they currently have.
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:30:29 UTC | Status: CLOSED

💬 Conversation: M5ajfvc8TGW4jGPtY870xw

Messages 5
Customers 1
Duration 2025-09-16 13:15:24 UTC to 2025-09-16 13:19:43 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (AhMZrvSp...) | 2025-09-16 13:15:24 UTC | halocollar.com
Dog getting shocked inappropriately
System/AI | 2025-09-16 13:15:38 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:19:42 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E4J13GBrQGCUEzqHyCu0GA, mBJH5lIYT8e2_OFrmpcDwA, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 13:19:43 UTC | Status: CLOSED

💬 Conversation: wvvpGmXMTQS6wNHDD22nhQ

Messages 4
Customers 1
Duration 2025-09-16 13:15:37 UTC to 2025-09-16 14:00:14 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 13:15:37 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, MUvO_1r1QbCR89iFNUamMg, 6jk7DobMRw2g1ATE6kOMjw
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 14:00:13 UTC
Live Team Notes Serial Numbers: 24h3223660rt FW: .03.00.05 Issue/ Need: Cx has an H3 with a diag error Troubleshooting & Actions Taken: Collar found an LTE chip diag error while charging last night Collar is 90 days outside of the warranty window Cx states there were no issues with it before this Let cx know collar was oow and provided HC/HPP info Cx is going to look into the options Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Workbook Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 14:00:14 UTC | Status: CLOSED

💬 Conversation: uD9h3HqDSYqJpP8UBZ_o-w

Messages 3
Customers 1
Duration 2025-09-16 13:15:53 UTC to 2025-09-16 15:16:59 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (T5KpHMl3...) | 2025-09-16 13:15:53 UTC | halocollar.com
Hi. There was no place to enter my discount code on my order.
System/AI | 2025-09-16 13:16:15 UTC | halocollar.com
Hi there! Discount codes should be entered at checkout before completing your purchase. Unfortunately, once an order is placed, discount codes cannot be applied retroactively. For future orders, please make sure to apply any discount codes before submitting payment. If you have any more questions, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 15:16:59 UTC | Status: CLOSED

💬 Conversation: gHUSKAVyTFOeG187QaFOxg

Messages 3
Customers 1
Duration 2025-09-16 13:16:09 UTC to 2025-09-16 14:29:16 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 14:29:16 UTC
Added: rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 14:29:16 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx states they spoke to someone in the Dog Park and was told her issue would be referred to management That conversation is under email address alm398@pitt.edu https://halocollar.us-1.gladly.com/customer/rPB1jM3-TE-cBo5l4NOrow/conversation/2p36UI3vSEyCQdMogL8DbQ [https://halocollar.us-1.gladly.com/customer/rPB1jM3-TE-cBo5l4NOrow/conversation/2p36UI3vSEyCQdMogL8DbQ] That conversation was closed on 9/2 when collar was out of return window by 37 days Recap (When/Where/What the customer wants) Escalating to Billing to research if return window can be extended Collar 25h4120959rt from order 1586661 is currently 51 days outside return window Is This Resolved/Follow-Up Required? Please advise cx whether window can be extended and collar can be returned for refund If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a

💬 Conversation: scjyJPeATPSwiTuuxH5D7Q

Messages 5
Customers 1
Duration 2025-09-16 13:17:37 UTC to 2025-09-16 13:52:08 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 13:52:00 UTC
Live Team Notes Serial Numbers:25h4275584rt FW:v.02.08.11 Issue/ Need: WISMO - ARF Troubleshooting & Actions Taken: Gave tracking info from order bot Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly, order bot Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:52:05 UTC
Added: J6SkFGXlQuSCNs7po8eoOQ
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:52:08 UTC | Status: CLOSED

💬 Conversation: __L8GFKbRDaaaJebpoTDug

Messages 9
Customers 1
Duration 2025-09-16 13:18:37 UTC to 2025-09-16 20:35:56 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 2, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 13:18:37 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 13:18:38 UTC
First and Last Name: Email: pcshovlhed@gmail.com Other contact info if possible: Sidekick Handoff (Y*N) no If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 13:18:41 UTC | Status: CLOSED
STATUS CHANGE | Customer (PmfeD_vY...) | 2025-09-16 20:27:56 UTC | Status: OPEN
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 20:33:20 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx is having charging issue with one of their collars Cx has two collars 25h4221369rt and 25h4325589rt Recap (When/Where/What the customer wants) Unsure if cx is referring to charging cord of collar itself Is This Resolved/Follow-Up Required? Advising cx contact DP for troubleshooting If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:35:56 UTC | Status: CLOSED

💬 Conversation: jTFuLE3tRbGB4D52p79Vvg

Messages 8
Customers 1
Duration 2025-09-16 13:19:27 UTC to 2025-09-16 13:26:47 UTC
Message Types PHONE_CALL: 2, EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 13:19:27 UTC
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 13:20:58 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, j8NwW1I9TISUalRz8HLmTg
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 13:25:38 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 13:26:43 UTC
Live Team Notes Serial Numbers: 24h4452928rt & 24h4450734rt FW: 03.00.05 Issue/ Need: Cx stated, "Collar replacement." Troubleshooting & Actions Taken: Collar 24h4452928rt WR AW-20250910-45006 address was confirmed yesterday Collar 24h4450734rt Was last heard Sep 1, 2025, 7:40 PM at 0% Called once, no answer, left a vm Call again, no answer, left a vm Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Next Steps: General- Scheduled Call Follow Up- No Answer Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 13:26:46 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 13:26:47 UTC | Status: CLOSED

💬 Conversation: SEPNJbyISIC6kMd8Xmp--w

Messages 4
Customers 1
Duration 2025-09-16 13:19:56 UTC to 2025-09-16 13:20:33 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 13:19:56 UTC
Live Team Notes Serial Numbers: 25h4241772rt FW: v.03.00.05 Issue/ Need: Customer needed replacement rivets for her Halo 4 collar Troubleshooting & Actions Taken: Accessory order for a H4 Midnight Strap Kit Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KiK-0-RR...) | 2025-09-16 13:20:30 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (KiK-0-RR...) | 2025-09-16 13:20:33 UTC | Status: CLOSED

💬 Conversation: 4aSClTFMQ0W5eRw2cxjgYw

Messages 6
Customers 1
Duration 2025-09-16 13:20:21 UTC to 2025-09-16 13:51:19 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Customer (Dvek-Kwf...) | 2025-09-16 13:20:21 UTC | Status: OPEN
PHONE_CALL | Customer (Dvek-Kwf...) | 2025-09-16 13:20:21 UTC
AGENT NOTE | Agent (OVaCilev...) | 2025-09-16 13:50:47 UTC
First and Last Name: Deborah Hargis Email: deb-hargis@outlook.com Collar SN: 25h4030372rt [Izzy] Collar FW: v.03.00.05 Resources: AP, Gladly, KB, T2guide Recap/TS: Got the WR for Blu, but hasn't set it up yet Called yesterday w/ an emergency - Non-stop Emergency Feedback on Izzy's collar that severely traumatized the pup. Occurred on the porch where GPS interference could have been an issue Used extra empathy while assuring that the Manager Escalation was made & they would be following up real soon & addressed possible solutions CX had already removed CTs and installed Blanks Advised CX they could also change the FB settings for the Emerg fence layer to Sound or Vibration Guided CX through changing Emerg FB for Izzy CX wants to wait for their son to be there to help them with the TS for this issue - probably Saturday Next Steps: Emailed follow-up w/ guidance CX will CB when son is available to help TS Reassigned back to Management Team
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 13:51:10 UTC
Added: E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (OVaCilev...) | 2025-09-16 13:51:19 UTC | Status: CLOSED

💬 Conversation: cM5FQqP4StmhTFMCJ2uMbw

Messages 5
Customers 1
Duration 2025-09-16 13:22:16 UTC to 2025-09-16 13:49:32 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 13:49:04 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx sent in logs for collar 25h4020392rt Recap (When/Where/What the customer wants) Logs are empty Is This Resolved/Follow-Up Required? Advising cx contact the DP If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 13:49:31 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 13:49:32 UTC | Status: CLOSED

💬 Conversation: BAT_k0TaT-iE8Iz-SOA-Fg

Messages 15
Customers 1
Duration 2025-09-16 13:22:54 UTC to 2025-09-16 13:41:09 UTC
Message Types CHAT_MESSAGE: 9, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (-uL6fzTL...) | 2025-09-16 13:22:54 UTC | halocollar.com
The collar is too slow to give warnings. There is a 10-15 second delay. The fence area is also
Customer (-uL6fzTL...) | 2025-09-16 13:23:06 UTC | halocollar.com
Changing and inconsistent
Customer (-uL6fzTL...) | 2025-09-16 13:23:36 UTC | halocollar.com
I can be standing on the road outside the fence before it even beeps
System/AI | 2025-09-16 13:24:05 UTC | halocollar.com
Hi there! It sounds like you're experiencing GPS drift and delay issues with your Halo Collar. GPS drift can cause feedback to trigger in slightly different spots, often due to satellite variation or poor signal. To reduce this, ensure the collar is snugly fitted and placed correctly on your dog. Additionally, make sure your collar's firmware is up to date and perform a hand test to ensure proper functioning. You can also adjust your virtual fence in the app if drift continues. If these steps don't resolve the issue, please reach out for further assistance.
Customer (-uL6fzTL...) | 2025-09-16 13:24:28 UTC | halocollar.com
They don’t work
System/AI | 2025-09-16 13:25:05 UTC | halocollar.com
I'm sorry to hear that previous steps didn't help. Let's make sure GPS initialization is complete. Take the collar outdoors in an open area, away from buildings or trees, keep it still until the GPS light changes, and check if the light blinks green for Halo 4 or blue for older models. If issues persist, please contact our support team for further troubleshooting or replacement options. We're here to help resolve this for you.
Customer (-uL6fzTL...) | 2025-09-16 13:26:50 UTC | halocollar.com
It’s blinking green
Customer (-uL6fzTL...) | 2025-09-16 13:27:10 UTC | halocollar.com
what is the support team number
System/AI | 2025-09-16 13:27:57 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (4S08o9U-...) | 2025-09-16 13:28:52 UTC
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 13:40:53 UTC
Live Team Notes Serial Numbers:25h4303485rt FW:v.03.00.05 Issue/ Need: Cx says collar keeps beeping sporadically - cx says she can walk through boundary with collar and there is a delay in feedback Troubleshooting & Actions Taken: Did HR Did GPS recalibration Advsd of collar placement importance As we checked map during the GPS recalibration, it still showed an inaccurate GPS location Had cx meet us in DP so we can get a visual - collar was just added on 9/9/25 Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly, ts t1 guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:41:01 UTC
Added: DWX7EuMeSkumrbZ8T4AUPQ
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:41:06 UTC
Added: ZKYz4UsHRG6__sFoccYiEA
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:41:09 UTC | Status: CLOSED

💬 Conversation: wdTTflgBSpGen3CFaVnmgQ

Messages 5
Customers 1
Duration 2025-09-16 13:23:03 UTC to 2025-09-16 14:00:04 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 13:59:53 UTC
Billing Team Escalation Notes Affected Serial Number:The 21h2440644rt collar was removed from this account on 3/19/25 FW:n/a Order ID:n/a RMA Ticket #:n/a Subscription Start Date:n/a Reason for Escalation: Cx requested account be cancelled on 9/9/25 - cx was then charged for new year on 9/10/25 - RMA then canceled plan on 9/11/25 - cx needs refund Requested Action: Please refund the most recent pack plan fee
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 13:59:58 UTC
Added: Gw0dDqdqTzq781jSoMtrUA
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 14:00:04 UTC | Status: CLOSED

💬 Conversation: NwapzU46TsCHthCMaN3rfw

Messages 4
Customers 1
Duration 2025-09-16 13:23:14 UTC to 2025-09-16 13:23:47 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 13:23:14 UTC
Live Team Notes Serial Numbers: 25h4232366rt FW:03.00.05 Issue/ Need: Collar gave emergency feedback to dog while in home Troubleshooting & Actions Taken: -Explained to cx that first thing we would check for this is the collar's GPS signal level settings and confirm if they need to be adjusted -Cx is not at home to confirm if collar is inside or outside but will call back later this evening to test with collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal, T1 TS Guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 13:23:40 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 13:23:47 UTC | Status: CLOSED

💬 Conversation: A3yiMN6MQmmV5lyq4UFnyQ

Messages 5
Customers 1
Duration 2025-09-16 13:23:58 UTC to 2025-09-16 14:01:04 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:00:55 UTC
First and Last Name: Jack Plouse Email: jplouse@gmail.com Phone Number: Collar SN: 24h3273292rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx is having difficulty updating the payment method. Next Steps: Email the cx the instructions on how they can edit their payment information. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:01:01 UTC
Added: Yzbn8c0_TPW-jn3czqo5bg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:01:04 UTC | Status: CLOSED

💬 Conversation: VcyVxhkQSECx2jDfEDVOXg

Messages 5
Customers 1
Duration 2025-09-16 13:24:40 UTC to 2025-09-16 14:19:00 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 14:17:20 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx having charging issues with collar 24h4462058rt Recap (When/Where/What the customer wants) Collar is within warranty window Purchased 11/21/24 Is This Resolved/Follow-Up Required? Cx will need to add collar back to acct Once added back, an RMA warranty can be submitted If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 14:18:55 UTC
Added: rdUSmYttSwKQFfR2AdKalw
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:19:00 UTC | Status: CLOSED

💬 Conversation: 5EQbD6GTRTKRBwvA1dYnWw

Messages 3
Customers 1
Duration 2025-09-16 13:24:45 UTC to 2025-09-16 15:26:04 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (M5kagaPR...) | 2025-09-16 13:24:45 UTC | halocollar.com
I was wondering if a refund was possible?
System/AI | 2025-09-16 13:25:09 UTC | halocollar.com
Hi there! Yes, refunds are possible if the Halo Collar was purchased directly from our website and is returned within 90 days of receipt. Just make sure the collar is not damaged or broken to be eligible for a refund. To start a return, you'll need a Return Merchandise Authorization (RMA). Please note that a $25 return fee applies, and original shipping costs are non-refundable. For more details or to initiate the return process, you can visit our return policy page. If you need further assistance, feel free to reach out to our support team.
STATUS CHANGE | Unknown | 2025-09-16 15:26:04 UTC | Status: CLOSED

💬 Conversation: Ali9ArryQNOzHH-rdn0EYA

Messages 2
Customers 1
Duration 2025-09-16 13:25:56 UTC to 2025-09-16 13:26:29 UTC
Message Types CHAT_MESSAGE: 2
Customer (vMHW5bYI...) | 2025-09-16 13:25:56 UTC | halocollar.com
All of a sudden my dog is crossing over her boundary, what am
System/AI | 2025-09-16 13:26:29 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: U4TW1z4DSACpY5yoCAOGzQ

Messages 5
Customers 1
Duration 2025-09-16 13:26:32 UTC to 2025-09-16 14:08:18 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:07:54 UTC
First and Last Name: Mellissa Foster Email: melbkpr83@gmail.com Phone Number: Collar SN: 23h3403651rt and 23h3402951rt Collar FW: v.01.15.04 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx says they keep forgetting to cancel their subscription and wants us to cancel it for them. Next Steps: Escalate to RMA Billing. Billing Team Escalation Notes Affected Serial Number: 23h3403651rt and 23h3402951rt FW: v.01.15.04 Order ID: 1303392 RMA Ticket #: Subscription Start Date: December 12, 2023. Reason for Escalation: The cx says they keep forgetting to cancel their subscription and wants us to cancel it for them. Requested Action: Please cancel the subscription for the cx. Thank you.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:07:59 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:08:18 UTC | Status: CLOSED

💬 Conversation: TjUfw-TfT9CjFGmaw9uu-g

Messages 7
Customers 1
Duration 2025-09-16 13:26:44 UTC to 2025-09-16 15:00:31 UTC
Message Types EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 13:27:23 UTC | Status: CLOSED
STATUS CHANGE | Customer (6XANgfBm...) | 2025-09-16 13:44:41 UTC | Status: OPEN
AGENT NOTE | Agent (YumuZHIE...) | 2025-09-16 15:00:26 UTC
Intermediate Notes Issue/ Need: Replacement collar - 24h4410800rt Previous Steps:(previous interactions) Cx was contacted in regard to Negative NPS survey feedback Has responded advising their collar is having issues and they're frustrated that this has happened on multiple occasions. Asked to have us send another and wanted clarification on the warranty period and what happens if they go outside of the 1-year timeframe. Upon researching their account in AP - I noticed their collar was submitted for warranty 6 days prior but we were awaiting address verification. When I advised cx of this they noted they've had issues verifying their address and it's never successful, even through the direct link I provided. Recap/TS: (current interaction) Sent cx info on having me verify through OTAC to which cx accepted and provided the code. I was able to successfully submit the collar for warranty replacement this way. Confirmed with cx and made a note to use OTAC in the future if needed again in the details. Resources: (Articles, Slack Threads, Docs) Admin Portal - Sent access code to verify address on cx's behalf RMA - AW-20250908-44737 Next Steps: Cx to receive replacement soon and can reach back out if they have any additional questions or concerns in the future. Nothing needed at this time.
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 15:00:31 UTC | Status: CLOSED

💬 Conversation: BQc3YpLDQzybFh9ujskILA

Messages 7
Customers 1
Duration 2025-09-16 13:27:57 UTC to 2025-09-16 13:39:17 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (Xg30rBhP...) | 2025-09-16 13:27:57 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 13:36:15 UTC
First and Last Name: Shane Hensley Email: hensleycs72@gmail.com Collar SN: 23h2061590rt Collar FW: v.02.08.11 Resources: AP Answers Recap/TS: Not charging Collar way OOW Asking about replacement options Next Steps Presented HP price Presented HC price and 60 requirement Provided dead unit ts.
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 13:38:57 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 13:39:17 UTC | Status: CLOSED

💬 Conversation: UDGun_IER7acmBiLCo2rAw

Messages 4
Customers 1
Duration 2025-09-16 13:28:44 UTC to 2025-09-16 13:41:02 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (qnKVMT0R...) | 2025-09-16 13:28:44 UTC
AGENT NOTE | Agent (1SOmeXH2...) | 2025-09-16 13:40:36 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: needs help with the collar with a diagnostic error message Troubleshooting & Actions Taken: WR window is expired Educated cx about the 1-year warranty and advised to enroll in Halo Care to be able to upgrade her collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1SOmeXH2...) | 2025-09-16 13:41:02 UTC | Status: CLOSED

💬 Conversation: OZ-_qOBkSBuo_DSb7QVFYw

Messages 4
Customers 1
Duration 2025-09-16 13:30:00 UTC to 2025-09-16 13:30:35 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 13:30:00 UTC
Live Team Notes Serial Numbers: 25h4110851rt FW: v.03.00.05 Issue/ Need: Dog is going out of boundary Saying out of range There are trees and bushes near the area he is not getting Troubleshooting & Actions Taken: Checked settings and it shows connected to Wi-Fi Collar is loose Adv to tighten collar Adv on hard reset Sent firmware update to collar And trees and bushes can sometimes cause GPS interference Cx wants to do these adjustments and test the collar out and then call us back if needed Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 TS Halo App Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 13:30:34 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, ZKYz4UsHRG6__sFoccYiEA, yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 13:30:35 UTC | Status: CLOSED

💬 Conversation: MmMSQpLMQ5ig38rEtvUCsA

Messages 1
Customers 1
Duration 2025-09-16 13:30:03 UTC to 2025-09-16 13:30:03 UTC
Message Types EMAIL: 1

💬 Conversation: UccuPxPBQWWgivTLk546Lw

Messages 5
Customers 1
Duration 2025-09-16 13:30:31 UTC to 2025-09-16 13:47:59 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (FA3YibQt...) | 2025-09-16 13:30:31 UTC
TOPIC CHANGE | Agent (Ms1as41J...) | 2025-09-16 13:47:49 UTC
Added: NCR2euIFTRyzoCpXePNHpw
AGENT NOTE | Agent (Ms1as41J...) | 2025-09-16 13:47:58 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: John George Email: jmgeorge@fedex.com Phone Number: 19014135364 Collar SN: 25h4302651rt Collar FW: v.03.00.05 Collar Purchased From: Amazon Resources: AP, Gladly, KB, Halo Recap/TS: Cx wanted help with his fence told me his dog keeps getting into his garden Suggested a Zone beacon Next Steps: Follow up email with articles on beacons
STATUS CHANGE | Agent (Ms1as41J...) | 2025-09-16 13:47:59 UTC | Status: CLOSED

💬 Conversation: Oep7fz5PRPqSa_X3cWKT1w

Messages 13
Customers 1
Duration 2025-09-16 13:30:33 UTC to 2025-09-16 13:58:49 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
Customer (iY8Xrksj...) | 2025-09-16 13:30:33 UTC | halocollar.com
My dog has not had her Halo collar long and it’s had to be replaced because of the battery 3 or 4 different times and it was just replaced and it’s doing the same battery issue and not charging again.
System/AI | 2025-09-16 13:31:07 UTC | halocollar.com
I'm really sorry to hear about the ongoing battery issues with your Halo collar. Let's try a few steps to fix the charging problem: Make sure the charging port is clean and dry. You can use a Q-tip with rubbing alcohol if needed. Test the USB-C cable and charging block with another device to ensure they're working. Perform a hard reset by plugging the collar in for 5 minutes, then holding the power button for 15 seconds. If these steps don't solve the issue, please reach out to our live support for further help or a replacement. Let us know if you need anything else!
Customer (iY8Xrksj...) | 2025-09-16 13:32:22 UTC | halocollar.com
i have done that and it did not work. I paid over $600 for this collar and it’s has had to be replaced 4 times now and have not even had it long
System/AI | 2025-09-16 13:32:41 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (iY8Xrksj...) | 2025-09-16 13:39:19 UTC
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:54:05 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:54:10 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 13:54:26 UTC
First and Last Name: Shelby Hix Email: shelbyhix0@gmail.com Collar SN: 25h4325875rt, 25h4195457rt Collar FW: v.03.00.05 Resources: AP Recap/TS: CX states having to replace the collar 3 or 4 times due to battery issues 25h4325875rt -- CX just received a replacement 2 days ago and is having battery issues again Next Steps: AP shows last heard a few seconds ago @ 0%. Collar was at 1% at the start of the call. Collar is currently on the charger Collar flashes green and then red and green CX has used the charging accessories from the other collar and still has the issues with charging and battery life. CX has an embedded usb outlet in the wall socket Advising the cx to use a proper usb charging block ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Shelby Hix Email: shelbyhix0@gmail.com Phone number: (615) 588-7491 Collar SN: 25h4325875rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 2 Carr Hollow Ln City: Gordonsville State: TN Postal code: 38563 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Charging Adaptor Kit For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 13:54:28 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:55:21 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 13:58:43 UTC
Accessory Order Number-1660316 H4 Charging Adp. Kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 13:58:49 UTC | Status: CLOSED

💬 Conversation: 6OvwlPZVTSi-GVmrmK-Fbw

Messages 3
Customers 1
Duration 2025-09-16 13:31:10 UTC to 2025-09-16 13:31:13 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 13:31:10 UTC | Status: OPEN
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 13:31:13 UTC | Status: CLOSED

💬 Conversation: LNb4glpuRpabcD_0UV32SA

Messages 6
Customers 1
Duration 2025-09-16 13:31:33 UTC to 2025-09-16 14:05:34 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 13:41:58 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 13:44:58 UTC
Added: g5apmYsrTuGLWnaVZyD4ng
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 13:57:53 UTC
Live Team Notes Serial Numbers: 25h4033191rt FW: v.03.00.05 Issue/ Need: Cx needs help to set up the first fence Troubleshooting & Actions Taken: Walked cx through the first fence creation. Explained fences and feedback settings. Explained the training and app learn options. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 14:05:34 UTC | Status: CLOSED

💬 Conversation: sHWwozpMQne8RzROlqt6HQ

Messages 3
Customers 1
Duration 2025-09-16 13:31:38 UTC to 2025-09-16 15:33:12 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (dL92cCtI...) | 2025-09-16 13:31:38 UTC | halocollar.com
Hi there! Are you able to replace the rubber strap only that connects to the collar?
System/AI | 2025-09-16 13:32:19 UTC | halocollar.com
Absolutely! You can replace just the rubber strap for your Halo Collar. You can find replacement straps in the Accessories section of the Halo website. If you're a Silver or Gold Pack member, remember to log into your Halo Account to enjoy additional savings on your accessory orders. The discount will be automatically applied at checkout. Feel free to reach out if you need any more help!
STATUS CHANGE | Unknown | 2025-09-16 15:33:12 UTC | Status: CLOSED

💬 Conversation: WJqZVaqtTOyZWRaAO9Yqpg

Messages 16
Customers 1
Duration 2025-09-16 13:31:41 UTC to 2025-09-16 17:12:25 UTC
Message Types EMAIL: 6, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 7
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 15:11:35 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX states their other collar 25h4290053rt isn't fully charging. Recap (When/Where/What the customer wants) They completed all the TS steps given to them by the DP They also state they want both reps to be new collars. Not like-new Informed CX we can only send Like-new reps Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 15:11:55 UTC
Added: wOOHNF34TjWK3GOxS4wVjQ, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 15:11:58 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 15:12:01 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 15:12:07 UTC | Status: CLOSED
STATUS CHANGE | Customer (Q4n2L0sv...) | 2025-09-16 16:09:33 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 16:57:24 UTC | Status: CLOSED
STATUS CHANGE | Customer (Q4n2L0sv...) | 2025-09-16 17:07:33 UTC | Status: OPEN
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 17:12:25 UTC
Live Team Notes Serial Numbers: 25h4290053rt FW: Issue/ Need: cx having battery issues, TS completed Troubleshooting & Actions Taken: WR submitted Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 17:12:25 UTC | Status: CLOSED

💬 Conversation: uR3GtqNOQZmj5QWAPVL-9g

Messages 3
Customers 1
Duration 2025-09-16 13:33:58 UTC to 2025-09-16 15:35:12 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (k83YxYsQ...) | 2025-09-16 13:33:58 UTC | halocollar.com
my collar will not connect to app due to incorrect pin, how do I fix this
System/AI | 2025-09-16 13:34:27 UTC | halocollar.com
Hi there! Let's get your collar connected to the app. Here are a few steps to try: Make sure your collar is fully charged and the charging port is clean. Ensure Bluetooth is enabled on your phone and that it's within 50 feet of the collar. For Android devices, check that location and Bluetooth permissions are enabled for the Halo app. For iPhones, ensure Bluetooth permissions are granted for the app. If these steps don't work, try resetting your collar and re-pairing it with the app using the instructions in the app's setup guide. Let me know if you need further assistance!
STATUS CHANGE | Unknown | 2025-09-16 15:35:12 UTC | Status: CLOSED

💬 Conversation: oYrnOFdfRUS2iXwch2G4EQ

Messages 10
Customers 1
Duration 2025-09-16 13:34:15 UTC to 2025-09-16 14:00:10 UTC
Message Types CHAT_MESSAGE: 3, PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (v8FlHu0h...) | 2025-09-16 13:34:15 UTC | halocollar.com
I cannot find the Halo collar that I need to return to you. Will you send a signal to it so it starts making noise so I can find it please?
System/AI | 2025-09-16 13:34:28 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (v8FlHu0h...) | 2025-09-16 13:36:44 UTC | halocollar.com
I cannot find the color I need to return to you. Can you send a signal to it so it will make noise so I can find it?
PHONE_CALL | Customer (v8FlHu0h...) | 2025-09-16 13:38:21 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 13:55:38 UTC
Live Team Notes Serial Numbers: 24h3450552rt FW: 2.08.11 Issue/ Need: Lost collar Troubleshooting & Actions Taken: Cx said they had their grandkids at their house and had gone thru their stuffs Said she can't find the defective collar that they're supposed to return Asking if we can send signal to it for her to hear where it is Collar is at 2% battery Adv the replacement collar has also been delivered to their address, sent link with tracking number, 392909778810 Said that it is not their house, but found out later that it was delivered to the stables Cx is finding out who has received the package as it was delivered on 9/9/25 Checked with RES, escalate to management about the lost defective collar and lost delivered collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, order status, fedex site Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 13:59:36 UTC
Manager Request Notes Customer Information Serial Number: 24h3450552rt Firmware Version: 2.08.11 Order Number: AW-20250902-43379 Why is this being escalated? (What happened?) Defective collar lost and cx also hasn't received the delivered replacement collar What is the customer requesting? Cx wants to return the defective collar but can't find it anywhere, asking for exception Cx also said they have not received the replacement collar that shows in the FedEx site that it was delivered, tracking number 392909778810 Cx is still trying to investigate if anyone has received the replacement collar What has already been done with the customer? (Previous steps taken?) Sent tracking info to cx Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) phone Phone number: 16153748153 Email address: stephaniemtate@yahoo.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:00:02 UTC
Added: y5p26f9RQxiykowWrcyu6Q
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:00:10 UTC | Status: CLOSED

💬 Conversation: 1yD6ebNPQKyzp44VP01jAg

Messages 4
Customers 1
Duration 2025-09-16 13:34:17 UTC to 2025-09-16 13:45:55 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 13:34:17 UTC
Added: rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 13:43:36 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx granted return extension due to all of the issues Cx would also like to cancel/pro-rated refund of annual plan Recap (When/Where/What the customer wants) Task has been set up to monitor return/refund AP; collar last heard 9/14 Went ahead and cancelled plan immediately in Stripe & refunded prorated time ($54.01) Return label still hasn't been used yet Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Most likely will need an alt refund Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 13:45:55 UTC | Status: CLOSED

💬 Conversation: 0P0jYgN9SPaINeYJg5C3YQ

Messages 2
Customers 1
Duration 2025-09-16 13:37:28 UTC to 2025-09-16 15:38:24 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 15:38:24 UTC | Status: CLOSED

💬 Conversation: 5ydBn6XxR3-kkXLYz43YnA

Messages 3
Customers 1
Duration 2025-09-16 13:38:11 UTC to 2025-09-16 15:39:24 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (p5IcNIqj...) | 2025-09-16 13:38:11 UTC | halocollar.com
How do I edit the dogs name on the collar
System/AI | 2025-09-16 13:38:39 UTC | halocollar.com
To edit your dog's name on the Halo Collar, open the Halo App and go to the My Map screen. Tap on your pet’s name or icon, swipe up to open the Pet Card, and tap "Edit Pet" located in the bottom left corner. From there, you can change your pet’s name, assigned color, and other details. Remember to save your changes when finished. If you have any other questions, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 15:39:24 UTC | Status: CLOSED

💬 Conversation: h430TgTtSjOa_s9dfieuUg

Messages 3
Customers 1
Duration 2025-09-16 13:39:28 UTC to 2025-09-16 14:10:00 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:09:57 UTC
Added: w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:10:00 UTC | Status: CLOSED

💬 Conversation: iswFffrgRCq2Dz_4ZR8Zqg

Messages 1
Customers 1
Duration 2025-09-16 13:41:54 UTC to 2025-09-16 13:41:54 UTC
Message Types EMAIL: 1

💬 Conversation: chzqI-2uQIiKnK2jJIVYzA

Messages 6
Customers 1
Duration 2025-09-16 13:42:37 UTC to 2025-09-16 16:13:47 UTC
Message Types EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:42:45 UTC | Status: CLOSED
STATUS CHANGE | Customer (cTXs4zA1...) | 2025-09-16 15:13:22 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:13:47 UTC | Status: CLOSED

💬 Conversation: Z7p1gH2fRCWZHwp7TfkTtg

Messages 5
Customers 1
Duration 2025-09-16 13:43:14 UTC to 2025-09-16 16:08:09 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 13:43:52 UTC
Sent the tracking # provided by Ashley on Slack to the cx but she is still waiting for a phone call from a Manager.
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 15:57:01 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Management - cx requesting call from the management due to recent WR delay issues Recap (When/Where/What the customer wants) Gladly history; shows there was a delay in cx receiving their replacement for their recent WR that impacted their vacation AW-20250906-44359 ; showing shipped Tracking: 393220193996 [https://www.fedex.com/fedextrack/?trknbr=393220193996&trkqual=2460934000~393220193996~FX] Cx has already been sent tracking details Looks like there was a glitch with AP/NS which resulted in the shipping delay AP; cx has had 3 recent warranty replacements Is This Resolved/Follow-Up Required? FU - sending Calendly link & offering $25 GC for shipping delay If Follow Up Is Required (What/When) See if cx still wants a phone call. Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 16:08:09 UTC | Status: CLOSED

💬 Conversation: OMXfjCXzS-2wjYotOJwh8A

Messages 4
Customers 1
Duration 2025-09-16 13:43:36 UTC to 2025-09-16 13:43:49 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 13:43:36 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 13:43:36 UTC
First and Last Name: n/a Email: Srreadings1@gmail.com Other contact info if possible: n/a Sidekick Handoff (Y*N) n If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 13:43:49 UTC | Status: CLOSED

💬 Conversation: 2woz5Ep7T0q2_Ws2ObFSzg

Messages 3
Customers 1
Duration 2025-09-16 13:44:02 UTC to 2025-09-16 13:48:26 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 13:44:02 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants refund on her order Recap (When/Where/What the customer wants) Cx wants refund on their order Order number 1659001 SN 25h4306173rt Tracking number 393202983277 Order was shipped to the incorrect address No REP order was submitted Cx placed another order on their own Order number 1659004 Deactivated the collar that was shipped to wrong address Refunded via woo Is This Resolved/Follow-Up Required? Resolved - y If Follow Up Is Required (What/When) Sending cx email that we refunded the order Optional Additional Info:
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 13:48:26 UTC | Status: CLOSED

💬 Conversation: l0lqCJiRRi-bpXOx8l4HFA

Messages 1
Customers 1
Duration 2025-09-16 13:47:22 UTC to 2025-09-16 13:47:22 UTC
Message Types EMAIL: 1

💬 Conversation: fk10d0EDSaiTgQYxz9Ql5g

Messages 6
Customers 1
Duration 2025-09-16 13:47:47 UTC to 2025-09-16 14:08:52 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (nxRm8I-5...) | 2025-09-16 13:47:47 UTC
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 14:02:33 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4274403rt FW: v.03.00.05 Order ID: RMA Ticket #:2025 Subscription Start Date: Aug 6, 2025 Reason for Escalation: Cx is WISMO replacement. Currently day 5 since address confirmation. Order Status still shows replacement processing. Requested Action: Send replacement to cx ASAP, as this is unsual for the replacement to be still processing 5 days after address confirmation.
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 14:02:56 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 14:08:52 UTC | Status: CLOSED

💬 Conversation: tf3Sv4G4RRCcj42YHC0wEA

Messages 4
Customers 1
Duration 2025-09-16 13:50:03 UTC to 2025-09-16 13:50:23 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 13:50:03 UTC
First and Last Name: Randy Spurr Email: rspurr@rochester.rr.com Other contact info if possible: NA Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 13:50:17 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 13:50:23 UTC | Status: CLOSED

💬 Conversation: RPQVu14lRhWvx3SPsQJeiQ

Messages 2
Customers 1
Duration 2025-09-16 13:51:41 UTC to 2025-09-16 13:51:43 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:51:43 UTC | Status: CLOSED

💬 Conversation: gDFiityoTcGf-35XzEqf7w

Messages 5
Customers 1
Duration 2025-09-16 13:52:33 UTC to 2025-09-16 14:06:54 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (yRjKOCJn...) | 2025-09-16 13:52:33 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 14:04:24 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Desiree Webb Email: desiwebb@yahoo.com Phone Number: 19898204633 Collar SN: 24h3363448rt Collar FW: v.02.08.11 Collar Purchased From: Amazon Resources: Recap/TS: Cx states collar seems to "lose connection" and almost lost pup today. Had cx HR and gps walk collar. Issue resolved. Advsd cx to monitor collar and reply to email if issue persists. Next Steps: Snding phone f/u p/r.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 14:06:50 UTC
Added: jA7bmx2vRtKLkLkJqniCkQ
STATUS CHANGE | Agent (DBqblO4n...) | 2025-09-16 14:06:54 UTC | Status: CLOSED

💬 Conversation: GMLxu5V6QJezyYsCaAua6A

Messages 4
Customers 1
Duration 2025-09-16 13:52:33 UTC to 2025-09-16 13:57:14 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 13:52:33 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 4NylcZCDQ_-lGn_argWI_w
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 13:57:12 UTC
Live Team Notes Serial Numbers: 25h4270654rt FW: 03.00.05 Issue/ Need: Cx lost their collar Troubleshooting & Actions Taken: Cx states dog came home without their collar about 4 days ago and they are unable to find it Cx wanted to know if we could provide a better view of where it might be at Sent last know location per admin Let cx know lost collars are not covered under warranty Cx was not happy about this as they said they have not paid off the current collar Cx also noted they probably can not afford another collar at this time Sent info on HC/HPP and the last known location Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 13:57:14 UTC | Status: CLOSED

💬 Conversation: X9yES88zS6-kaKJtg0oXAA

Messages 10
Customers 1
Duration 2025-09-16 13:52:46 UTC to 2025-09-16 14:36:08 UTC
Message Types CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 13:52:46 UTC
Live Team Notes Nikki Moseley Serial Numbers: 25h4091515rt Ivy / 25h4301102rt Juniper / 25h4302329rt Lilly FW: v.03.00.05 - Issue/ Need: cx states her collar for Ivy is not charging as of last week Troubleshooting & Actions Taken: Checking ports to se if they are clean Cx has tried to use chargers from other collars no lights Having cx perform power cycle No change in AP still showing last heard 6hr ago and zero batt Adv cx I would ESC to CET to have a look at collar Cx will look for communication from CET Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 TS - Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 13:52:51 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, SMYZ9ncRSIyKFeGsLX1pew
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 13:53:12 UTC
Added: C601BWVnSViGn9DDMDr6WQ
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 13:55:43 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4091515rt Ivy Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Battery Date & Time of Occurrence: last week started Is the Issue Reproducible? (Yes/No – If Yes, include steps): Checking ports to se if they are clean Cx has tried to use chargers from other collars no lights Having cx perform power cycle No change in AP still showing last heard 6hr ago and zero batt Adv cx I would ESC to CET to have a look at collar Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: same as above Required Attachments (Check if Included) Screen Recording with narration: (Yes/No)yes Screenshots: (Yes/No) no System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) not able to App Logs (App issues): (Yes/No) no
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 13:55:46 UTC | Status: CLOSED
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 14:34:59 UTC | Status: OPEN
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 14:35:01 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Ivy's (25h4091515rt) Recap (When/Where/What the customer wants) Charging issue Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Unit needs to be replaced wr, sending confirmation macro Optional Additional Info: MEMS_I2C_err 171 on 9/14 Collar is failing to connect to the Mems sensors Unit needs to be replaced
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 14:36:08 UTC | Status: CLOSED

💬 Conversation: iMeu2nHSQLeOGDAMlcd4bQ

Messages 4
Customers 1
Duration 2025-09-16 13:54:32 UTC to 2025-09-16 13:54:42 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 13:54:32 UTC
First and Last Name: James Douglas Email: Akvoltage@gmail.com *CS had no audio Other contact info if possible: 850-774-1283 Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 13:54:41 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 13:54:42 UTC | Status: CLOSED

💬 Conversation: SQxGiYO0T92Xz03KCRwcwQ

Messages 5
Customers 1
Duration 2025-09-16 13:55:09 UTC to 2025-09-16 14:03:16 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (wV4G3XSh...) | 2025-09-16 13:55:09 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 14:03:04 UTC
First and Last Name: Ashley Steckhart Email: speckharts@yahoo.com Collar SN: 24h3310690rt Collar FW: v.02.08.11 Resources: AP Answers Recap/TS: Verify account is active after changing payment information AW-20250916-46144 Address confirmation Next Steps Adv CX that account is active Provided address confirmation link via email
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 14:03:12 UTC
Added: oa5e98htSpOozRqx9wftLg, Yzbn8c0_TPW-jn3czqo5bg
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 14:03:16 UTC | Status: CLOSED

💬 Conversation: ykcLJFXHTfWZsywjpk9kKw

Messages 3
Customers 1
Duration 2025-09-16 13:55:31 UTC to 2025-09-16 15:56:33 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (N_axNNYu...) | 2025-09-16 13:55:31 UTC | halocollar.com
can I purchase an orange pro 4 case and strap
System/AI | 2025-09-16 13:55:56 UTC | halocollar.com
Hi there! We offer cases and straps in various designs, but the availability of specific colors like orange for the "Pro 4" edition may vary. I recommend checking our website or contacting our sales department for the most current selection and availability. If there's anything else you need help with, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 15:56:33 UTC | Status: CLOSED

💬 Conversation: 5J4OsG3CRwWa4fQuZ8oLCg

Messages 4
Customers 1
Duration 2025-09-16 13:56:50 UTC to 2025-09-16 13:56:54 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 13:56:50 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 13:56:50 UTC
First and Last Name: Email: akvoltage@gmail.com Other contact info if possible: Sidekick Handoff (Y*N) no If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 13:56:54 UTC | Status: CLOSED

💬 Conversation: icYzUo1iQLWMiDBl-obaQg

Messages 2
Customers 1
Duration 2025-09-16 13:57:03 UTC to 2025-09-16 13:57:05 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:57:05 UTC | Status: CLOSED

💬 Conversation: SThpp-AkSTyb-TDukdDwrQ

Messages 4
Customers 1
Duration 2025-09-16 13:58:22 UTC to 2025-09-16 13:59:45 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 13:58:22 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants refund on most recent charge Recap (When/Where/What the customer wants) Cx wants refund on most recent charge of their sub plan Cx has 2 emails wj7nhcksnt@privaterelay.appleid.com - sub was previously cancelled on September 15th Kimberlybergmann@gmail.com - has no active account in stripe or AP Refunded last payment of $9.99. Is This Resolved/Follow-Up Required? Resolved - Y If Follow Up Is Required (What/When) Sending cx email that the payment was refunded Optional Additional Info:
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 13:59:44 UTC | Status: CLOSED
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 13:59:45 UTC
Added: bDcJwjoMTjeffz13hM6gAA

💬 Conversation: OLqwsmqhRhqfO886ayTJZg

Messages 5
Customers 1
Duration 2025-09-16 13:59:20 UTC to 2025-09-16 14:43:05 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:42:50 UTC
First and Last Name: Jerry Gibson Email: jerry.gibson1691@gmail.com Phone Number: 18308376094 Collar SN: 24h3320324rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx sent a picture of the charging port on the collar falling off. Next Steps: Submit the warranty request for the cx and advise them that an email will be sent to them to verify their shipping address so the warranty can be processed. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:43:01 UTC
Added: WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:43:05 UTC | Status: CLOSED

💬 Conversation: nwCxLuIvTGSIgLyzJbMTKw

Messages 4
Customers 1
Duration 2025-09-16 13:59:40 UTC to 2025-09-16 14:01:07 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 14:00:26 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, rdUSmYttSwKQFfR2AdKalw, oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 14:01:00 UTC
Live Team Notes Serial Numbers: 24h4452780rt (1522965 - added Dec 3, 2024 10:20 AM) FW: v. 03.00.05 Applied Issue/ Need: Got a message that the collar needs to be returned Says that is a critical issue with it or something Troubleshooting & Actions Taken: Asked him to go to Settings >Piper's >CollarDiagnostics >Batterey level issue AP shows Warranty ID: AW-20250916-46078 Sent the link on the chat, the cx was able to confirm the address Now AP shows RMA created in NetSuite The cx got disconnected from the call Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 14:01:07 UTC | Status: CLOSED

💬 Conversation: bv4Trc9kTT63yK262-V9tA

Messages 7
Customers 1
Duration 2025-09-16 13:59:40 UTC to 2025-09-16 14:43:05 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, TOPIC_CHANGE: 3, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (NwaqTJia...) | 2025-09-16 13:59:40 UTC
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 14:41:55 UTC
Added: bDcJwjoMTjeffz13hM6gAA
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 14:42:11 UTC
Added: UNYy8zJMRzuqZ0-CQlyc1Q, PT5SzfGLQx6qJKX6efjzxA
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 14:42:18 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 14:43:04 UTC
First and Last Name: Anna Anthony Email: ivy.rose5800@gmail.com Collar SN: 24h3293127rt, 24h3291717rt Collar FW: v.02.08.11 Resources: AP Gladly Slack RES Recap/TS: CX called in recently because she bought collar from FB. CX cannot get the collar to connect to the app 1 collar is connected to another account. 24h3291717rt collar is having trouble connecting - shows up in app but does not connect Caller called the seller and was told to contact us. Seller called us and was told by us that the collars are not attached to her account Prev owner gave the incorrect serial when she called- 23h3452321rt Next Steps: AP shows cx does not have an active membership 24h3293127rt - attached to kellylwolff@yahoo.com 24h3291717rt - no longer attached kellylwolff@yahoo.com Walking cx through setting up a membership plan Walking the cx through adding 24h3291717rt to the account Collar shows up when pressing the power button but does nothing after that. Reinstalled app and allowed permissions Doing HR - no vibration Collar does not show in app at all after pressing power button CX will reboot their phone and try another device later. CX will call back if they still cannot add the collar. Slack RES advises to sending to Billing for collar removal. Affected Serial Number: 24h3293127rt FW: v.02.08.11 Order ID: 1538983 RMA Ticket #: na Subscription Start Date: Sep 16, 2025 Reason for Escalation: CX purchased two collars from the prev owner (24h3293127rt, 24h3291717rt) This 24h3293127rt is still attached to the old owner's account (kellylwolff@yahoo.com) CX was told to contact the seller and have them contact us for removal. The prev owner did, but provided an incorrect serial number (23h3452321rt). So we told her that there was nothing to remove. As you can see from the prev owners account, they have removed the other 3 collars from their account and this collar has not checked in since 8/25. Requested Action: Please remove 24h3293127rt from kellylwolff@yahoo.com and advise the new owner ivy.rose5800@gmail.com they can add the collar to their account.
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 14:43:05 UTC | Status: CLOSED

💬 Conversation: in-Qptd1RRuhTGVvk1idqg

Messages 2
Customers 1
Duration 2025-09-16 13:59:52 UTC to 2025-09-16 13:59:53 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 13:59:53 UTC | Status: CLOSED

💬 Conversation: Cp4Gj0jjSpib014jXAk8Hw

Messages 9
Customers 1
Duration 2025-09-16 14:00:46 UTC to 2025-09-16 17:29:14 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (aOvQdZK1...) | 2025-09-16 14:00:46 UTC | halocollar.com
The Halo is not working out for us. I bought the 1 year subscription and am asking for a refund please
System/AI | 2025-09-16 14:01:34 UTC | halocollar.com
I'm sorry to hear that Halo isn't working out for you, Amy. You can return your Halo Collar within 90 days of purchase for a refund. A $25 return fee will apply, and original shipping costs are non-refundable. To start the return process, visit our returns page and submit a return request. Make sure to cancel your subscription plan to avoid further charges. If you need further assistance, feel free to reach out to our Live Support team. They'll be happy to help!
Customer (aOvQdZK1...) | 2025-09-16 14:02:14 UTC | halocollar.com
How do I reach out to the live support team? I did not purchase the Caller through you just the subscription.
System/AI | 2025-09-16 14:02:25 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (chlNBUIO...) | 2025-09-16 17:19:31 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 17:26:20 UTC
First and Last Name: Amy Pistelli Email: akpistelli@aol.com Phone Number: 14129019931 Collar SN: 25h4309123rt Collar FW: v.03.00.05 Collar Purchased From: Amazon Resources: AP Gladly Recap/TS: The cx needs a refund on their subscription as they return the collar to Amazon. Ask the cx to send proof of the return. Next Steps: Waiting on the cx to send us the proof. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 17:26:44 UTC
Added: BV6q0qW9QZKAbEVdca7vNQ
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 17:29:14 UTC | Status: CLOSED

💬 Conversation: SGcrvZtzSZaSAEDaV_kpkw

Messages 3
Customers 1
Duration 2025-09-16 14:01:21 UTC to 2025-09-16 16:04:39 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 16:04:39 UTC | Status: CLOSED

💬 Conversation: 8RE6hjviQV2MR6zoJOKnxQ

Messages 4
Customers 1
Duration 2025-09-16 14:02:34 UTC to 2025-09-16 14:02:56 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 14:02:34 UTC
First and Last Name: Elizabeth Kuhns Email: elizabethmiers@gmail.com Other contact info if possible:7325895712 Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 14:02:46 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 14:02:56 UTC | Status: CLOSED

💬 Conversation: EP7IcGy4SriON6EYg8-qVQ

Messages 7
Customers 1
Duration 2025-09-16 14:02:45 UTC to 2025-09-16 14:08:21 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 3, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 14:02:45 UTC
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 14:04:55 UTC
Added: rdUSmYttSwKQFfR2AdKalw
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 14:08:16 UTC
Added: oa5e98htSpOozRqx9wftLg
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 14:08:19 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 14:08:20 UTC
Live Team Notes Serial Numbers: 24h4401747rt FW: 03.00.05 Issue/ Need: Cx stated, "I got a notification that our collar needs to be replaced." Troubleshooting & Actions Taken: WR AW-20250912-45384 Resent auto link Cx is driving Sent https://www.halocollar.com/warranty-access/?warrantyID=AW-20250912-45384 [https://www.halocollar.com/warranty-access/?warrantyID=AW-20250912-45384] just in case and told cx to email me back if it does not work Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Next Steps: Phone/ Email- Follow Up Warranty Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 14:08:21 UTC | Status: CLOSED

💬 Conversation: WRN8XOj7T5WlFOGoBLE0WQ

Messages 4
Customers 1
Duration 2025-09-16 14:02:50 UTC to 2025-09-16 18:50:27 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:44:42 UTC
Added: 161qN1d9QVGaaHtAY3Spsw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:50:27 UTC | Status: CLOSED

💬 Conversation: -zwZlOC7Q7SA1xz7wTE_sw

Messages 4
Customers 1
Duration 2025-09-16 14:02:58 UTC to 2025-09-16 14:04:44 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 14:02:58 UTC
Live Team Notes Serial Numbers: 24h4500588rt FW: 03.00.05 Issue/ Need: Cx is looking for an update on her WR collar, request was placed on 9/13 Troubleshooting & Actions Taken: -Checked CS Order Tracking for tracking number for collar -Collar is scheduled to be delivered 9/17 between 9:10AM-1:10PM -Cx was satisfied with support Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 14:03:24 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 14:04:44 UTC | Status: CLOSED

💬 Conversation: pQR_IgXXTKao6rScqVnVFw

Messages 5
Customers 1
Duration 2025-09-16 14:03:28 UTC to 2025-09-16 14:06:01 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (aYgYxDeS...) | 2025-09-16 14:03:28 UTC | halocollar.com
Can the collar use a different cellular carrier in my area? It is using AT&T and the signal is so weak that when the dog goes certain places, the signal is completely lost and tracking is lost with it
STATUS CHANGE | Customer (aYgYxDeS...) | 2025-09-16 14:03:28 UTC | Status: OPEN
System/AI | 2025-09-16 14:04:04 UTC | halocollar.com
Hi there! The ability of the Halo Collar to switch cellular networks depends on the model you have. The Halo 4 and Halo 3 collars can connect to multiple networks and will automatically choose the one with the strongest signal. However, if you have a Halo 2+ or an older model, it will only connect to AT&T towers. If you're experiencing weak signals with AT&T, you might want to consider upgrading to a Halo 3 or Halo 4 model for better coverage. You can also check your area's LTE coverage using this link. This should help ensure reliable tracking for your dog.
Customer (aYgYxDeS...) | 2025-09-16 14:05:22 UTC | halocollar.com
I have a brand new Halo 4. Does it work with T-Mobile?
System/AI | 2025-09-16 14:06:01 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: Y0zBSredSImMezbsD6Jtzg

Messages 2
Customers 1
Duration 2025-09-16 14:03:28 UTC to 2025-09-16 14:04:08 UTC
Message Types CHAT_MESSAGE: 2
Customer (gpBkdY3I...) | 2025-09-16 14:03:28 UTC | halocollar.com
why is the big paw print flashing
System/AI | 2025-09-16 14:04:08 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: rdZO81eTT129vBqTVLnzyw

Messages 4
Customers 1
Duration 2025-09-16 14:03:57 UTC to 2025-09-16 14:39:12 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 14:03:57 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx received both their original order & their REP order Cx was previously asking for another order to be sent, when it was already on its way. Recap (When/Where/What the customer wants) Cx has collars from 1656600 linked to their account in AP Collars from 1650065 are deactivated due to being lost in shipment to P.O. Box Created return label with FedEx for cx to return duplicate order Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 14:30:07 UTC
Continuation of note: Tracking: 791941998079 for the duplicate order 1650065 (NOT A RETURN FOR REFUND!) Cx will be sending back extra order
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 14:39:12 UTC | Status: CLOSED

💬 Conversation: IUcnLHTuRbSAsQREO9PwMw

Messages 8
Customers 1
Duration 2025-09-16 14:04:24 UTC to 2025-09-16 17:03:19 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (25iy8vlM...) | 2025-09-16 14:04:24 UTC | halocollar.com
I need a halo 3 collar cover. Mine is torn and falling off.
System/AI | 2025-09-16 14:05:01 UTC | halocollar.com
You can easily get a replacement cover for your Halo 3 collar from our Accessory Shop. We have a variety of replacement parts, including protective cases, to keep your collar in great shape. If you're a Silver or Gold Pack member, remember to log into your Halo Account to enjoy extra savings. The discount will be automatically applied at checkout.
Customer (25iy8vlM...) | 2025-09-16 14:06:07 UTC | halocollar.com
When I try to order I’m told you are out of stock. How can they possibly be out of covers?
Customer (25iy8vlM...) | 2025-09-16 14:13:27 UTC | halocollar.com
Hello?
PHONE_CALL | Customer (_cPTrkaX...) | 2025-09-16 16:43:20 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 17:02:47 UTC
First and Last Name: Teresa Rintala Email: teresa.rintala@gmail.com Collar SN: 24h3082888rt Collar FW: v.02.08.11 Resources: AP Answer Recap/TS: CX trying to order H3 Pro case. All colors except white for H3(USB-C) out of stock Next Steps: Adv CX that we are completely out of stock. Discussed upgrade options.
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 17:03:19 UTC | Status: CLOSED

💬 Conversation: tMlPh0bRS2CAvuVE88elcQ

Messages 9
Customers 1
Duration 2025-09-16 14:05:32 UTC to 2025-09-16 14:16:57 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 3, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (WFIQfQBE...) | 2025-09-16 14:05:32 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 14:09:36 UTC
Live Team Notes Serial Numbers: 24h3111562rt FW: 3.00.05 Issue/ Need: Charger issue Troubleshooting & Actions Taken: Said she ordered magnetic usb chargers but received the standard ones instead Cx said she needed the magnetic adapters Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, gladly notes Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 14:11:11 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Michelle Rollins Email: michelle240k@gmail.com Phone number: 724-986-2888 Collar SN:24h3111562rt ; 24h3110113rt Collar Model: H3 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 688 Beallsville Rd City: Scenery Hill State: PA Postal code: 15360 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! 2x magnetic adapters for H3 collars For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:11:36 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:11:39 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 14:13:05 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 14:16:55 UTC
Accessory Order Number-1660323 H3 Mag Adapters X2
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 14:16:57 UTC | Status: CLOSED

💬 Conversation: 8id57RCFSj-aje9bX0S7_A

Messages 8
Customers 1
Duration 2025-09-16 14:05:52 UTC to 2025-09-16 14:07:24 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (4l6Lv0nj...) | 2025-09-16 14:05:52 UTC | halocollar.com
What are the expectations on how much the fence line will drift? Is it 7-10 ft or 1.4 ft?
System/AI | 2025-09-16 14:06:16 UTC | halocollar.com
The Halo Collar's fence line is designed to provide a safe boundary for your dog, with feedback activating when your dog is 7–10 feet from the fence boundary. This spacing ensures your dog has time to respond and helps prevent accidental feedback near roads or your home. If you have further questions or need assistance with setting up your Halo Fence, feel free to ask!
Customer (4l6Lv0nj...) | 2025-09-16 14:06:46 UTC | halocollar.com
how much will that boundary move due to gps drift?
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 14:07:01 UTC
First and Last Name: Bill Greier Email: bill.greier@gmail.com Other contact info if possible: NA Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
System/AI | 2025-09-16 14:07:12 UTC | halocollar.com
The fence itself doesn't move, but GPS drift can cause slight variations in your dog's reported location. Normally, you can expect 7–10 feet of drift due to normal satellite variation. If you notice drift beyond this range, it might be due to poor GPS signal or temporary satellite issues. To minimize drift, ensure the collar is fitted correctly, adjust the virtual fence as needed, and keep your app and collar firmware updated. If you have more questions or need further assistance, feel free to ask!
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 14:07:21 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 14:07:24 UTC | Status: CLOSED

💬 Conversation: hELBkq_LTwSDGf5fsonhyw

Messages 4
Customers 1
Duration 2025-09-16 14:06:35 UTC to 2025-09-16 14:15:19 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (5JZVk5Zk...) | 2025-09-16 14:06:35 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 14:14:49 UTC
Live Team Notes Serial Numbers: 25h4308140rt FW:v.02.06.05 Issue/ Need: cx wants to know why the lte service not switching to T mobile Troubleshooting & Actions Taken: informed cx it connects to the nearest signal tower, its in built we cant switch carrier Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 14:15:19 UTC | Status: CLOSED

💬 Conversation: f8zrQajuTFez_SdupRbmbw

Messages 9
Customers 1
Duration 2025-09-16 14:06:39 UTC to 2025-09-16 23:01:53 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 14:06:39 UTC
Live Team Notes Serial Numbers: 25h4211248rt FW: v.03.00.05 Issue/ Need: Customer called back after troubleshooting with a previous agent regarding a collar that wouldn't charge. Troubleshooting & Actions Taken: Warranty sent, address confirmation email sent, customer insisted on answering the email on her own time Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KiK-0-RR...) | 2025-09-16 14:06:58 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, f5K70j-7T1qdE8RdQP8GZg, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (KiK-0-RR...) | 2025-09-16 14:07:03 UTC | Status: CLOSED
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:00:41 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:00:52 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:00:57 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:01:53 UTC | Status: CLOSED

💬 Conversation: 7dt57l3TR3-6MQKeoQkiNA

Messages 3
Customers 1
Duration 2025-09-16 14:06:50 UTC to 2025-09-16 14:11:49 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YumuZHIE...) | 2025-09-16 14:11:47 UTC
Intermediate Notes Issue/ Need: Response to NPS Outreach Previous Steps:(previous interactions) Cx was contacted in regard to Negative NPS feedback Recap/TS: (current interaction) Cx responded advising this was in regard to an issue from July. Noted their wish to receive reimbursement for plan time when they renew in October I reviewed cx's plan which is annual bronze - issued $25 gc which equates to about 2 months worth of plan time Advised cx that we appreciate the response and have issued a gift card to help with any time they lost out on in addition to the inconvenience. Noted they can always reach out if they have any additional questions or concerns moving forward. Resources: (Articles, Slack Threads, Docs) Admin Portal - issued gc Next Steps: Nothing needed currently. Cx will reach back out if anything is needed in the future.
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 14:11:49 UTC | Status: CLOSED

💬 Conversation: GTftY8LJQ4CCEiE945CK9Q

Messages 2
Customers 1
Duration 2025-09-16 14:08:24 UTC to 2025-09-16 14:09:09 UTC
Message Types CHAT_MESSAGE: 2
Customer (JFmzl88o...) | 2025-09-16 14:08:24 UTC | halocollar.com
Is there a phone number to call
System/AI | 2025-09-16 14:09:09 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: yPnie819RU2zvNIu_ZGOaQ

Messages 12
Customers 1
Duration 2025-09-16 14:08:29 UTC to 2025-09-16 21:05:17 UTC
Message Types PHONE_CALL: 2, EMAIL: 2, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (8yCO0onu...) | 2025-09-16 14:08:29 UTC
AGENT NOTE | Agent (1SOmeXH2...) | 2025-09-16 14:28:12 UTC
Live Team Notes Serial Numbers: 25h4042132rt FW: v.03.01.02 Issue/ Need: Inconsistent Feedback received on the collar Troubleshooting & Actions Taken: pushed the latest fw update to the collar and guided cx to take the collar out for recalibration Cx would reach back out to us after doing the Hand test Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1SOmeXH2...) | 2025-09-16 14:28:20 UTC
Added: E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (1SOmeXH2...) | 2025-09-16 14:28:21 UTC | Status: CLOSED
STATUS CHANGE | Customer (8yCO0onu...) | 2025-09-16 20:22:57 UTC | Status: OPEN
PHONE_CALL | Customer (8yCO0onu...) | 2025-09-16 20:22:57 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 20:55:03 UTC
Live Team Notes Serial Numbers: 25h4042132rt FW: v.03.01.02 PRODBETA Issue/ Need: cx has a collar in a campground and the feedback is inconsistent and happening in the boundaries , Troubleshooting & Actions Taken: we updated the map area for the campground and hard reset the collar with no result,requested screenshots and scren recording to escalate this to the CET. Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 21:05:00 UTC
Manager Request Notes Customer Information Serial Number: 25h4042132rt Firmware Version: v.03.01.02 PRODBETA Order Number: AW-20250605-22619 Why is this being escalated? (What happened?) cx is not happy with escalating this to the CET because he has attempted TS Steps with a prior pro and doesn't want to spend any more time on this and would like to speak to a manager about his frustrations and wants a fast resolution What is the customer requesting? To speak to a manager abou this collar not working and wants a fast resolution without escalating to CET as he has worked with us to get this collar working and is not home and needs his collar What has already been done with the customer? (Previous steps taken?) TS Steps for Tier 1 Guide for indoorfeedback, hard reset and map update Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) PHONE CALL Phone number:+18156682210 Email address: scjirik@hotmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 21:05:08 UTC
Added: y5p26f9RQxiykowWrcyu6Q | Removed: E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (WoybUALE...) | 2025-09-16 21:05:17 UTC | Status: CLOSED

💬 Conversation: HeaJtG08Q5ObgpbPTvDMrA

Messages 2
Customers 1
Duration 2025-09-16 14:09:06 UTC to 2025-09-16 14:09:10 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (LafmdDTG...) | 2025-09-16 14:09:06 UTC
STATUS CHANGE | Unknown | 2025-09-16 14:09:10 UTC | Status: CLOSED

💬 Conversation: aeQHrsmPSQWtfY9rXVEehA

Messages 2
Customers 1
Duration 2025-09-16 14:09:25 UTC to 2025-09-16 14:09:27 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (CWHPBsxr...) | 2025-09-16 14:09:25 UTC
STATUS CHANGE | Unknown | 2025-09-16 14:09:27 UTC | Status: CLOSED

💬 Conversation: _71SyrSqT4KCmftklVejdA

Messages 5
Customers 1
Duration 2025-09-16 14:09:49 UTC to 2025-09-16 14:26:22 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (vOQnCcE-...) | 2025-09-16 14:09:49 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 14:23:38 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Heidi Ashton Email: redtehya@gmail.com Phone Number: 14354660616 Collar SN: 24h3221509rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: gladly, a/p Recap/TS: Cx states collar gives indoor feedback. Had cx HR and gps walk collar. Cx cited needing to HR collar often. Issue resolved. Advsd cx to monitor collar activity and reply to email w/ screenshot if issue reoccurs. Next Steps: Snding phone f/u p/r.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 14:26:21 UTC
Added: E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (DBqblO4n...) | 2025-09-16 14:26:22 UTC | Status: CLOSED

💬 Conversation: mRGtm8y-RPC-4Fp1G8bMgA

Messages 5
Customers 1
Duration 2025-09-16 14:09:58 UTC to 2025-09-16 14:25:24 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (NN2UzhMn...) | 2025-09-16 14:09:58 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:24:54 UTC
First and Last Name: Mark Mol Email: mol0898@gmail.com Phone Number: 17162390391 Collar SN: 25h4242635rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly RES Recap/TS: The cx is checking on the status of their order. Next Steps: The cx made a mistake. They missed something. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:25:05 UTC
Added: Dbqm9pCrREGVRpAAU0FvIA
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:25:24 UTC | Status: CLOSED

💬 Conversation: wjFDMCLSQGaW2RIa0Q401g

Messages 5
Customers 1
Duration 2025-09-16 14:10:03 UTC to 2025-09-16 14:39:00 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2, CONVERSATION_NOTE: 1
STATUS CHANGE | Customer (7bsGzK_q...) | 2025-09-16 14:10:03 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:38:59 UTC
First and Last Name: Katie Warner Email: katiewarner825@gmail.com Phone Number: 678-910-6902 Collar SN: 25h4081808rt Collar FW: v.03.00.05 Collar Purchased From: Amazon Resources: AP Gladly Recap/TS: The cx is checking if their warranty has been processed. Next Steps: Email the cx the warranty procedure macro. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:39:00 UTC | Status: CLOSED

💬 Conversation: BQ9GgxGFTi69SmMkDgmUwQ

Messages 3
Customers 1
Duration 2025-09-16 14:10:11 UTC to 2025-09-16 14:45:25 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 14:45:21 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:45:25 UTC | Status: CLOSED

💬 Conversation: vIiGBRD3SSaMvzEkG-l2hg

Messages 3
Customers 1
Duration 2025-09-16 14:10:45 UTC to 2025-09-16 14:11:19 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 14:10:45 UTC
Live Team Notes Serial Numbers: 25h4222831rt FW: v.03.00.05 Issue/ Need: This is the cx 6th time needing a replacement collar- upset Was told if he needed another replacement we would send him the blaze orange Strap is missing rivets Troubleshooting & Actions Taken: Cx verified shipping for warranty Ordered the blaze case and strap bc cx was told we could this time Adv I would notate this is a multiple collar situation Order #1660319 Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly notes Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 14:11:12 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew, TBIYQeeWQ1WYGwJW_fjh2Q, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 14:11:19 UTC | Status: CLOSED

💬 Conversation: CxQYrs1KRGek9js7Lkp7JQ

Messages 4
Customers 1
Duration 2025-09-16 14:10:49 UTC to 2025-09-16 14:12:56 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 14:10:49 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cancel sub and issue refund Recap (When/Where/What the customer wants) Cx wants their sub cancelled and refunded Cx has open return in after ship RMA #O4FOMMJ5 SN'S -25h4306753rt - 25h4304958rt OG order number #1656780 Cancelled sub immediately and refunded the annual payment of $203.78. Is This Resolved/Follow-Up Required? Resolved - Y If Follow Up Is Required (What/When) Sending cx email that the sub has been cancelled refunded Optional Additional Info:
TOPIC CHANGE | Agent (FaDnBtgn...) | 2025-09-16 14:12:47 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 14:12:56 UTC | Status: CLOSED

💬 Conversation: RlFOjeceTJ2xyanW7-z36Q

Messages 7
Customers 1
Duration 2025-09-16 14:11:36 UTC to 2025-09-16 14:30:13 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 3, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (M_Uwqboz...) | 2025-09-16 14:11:36 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 14:21:27 UTC
Added: majmLeKgRJekuZZECNBxAQ, Z3qy_B6uR8CPWZWZA-uJWg, CF6_882xQ3eGEtbPbwDdWQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 14:30:11 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Denise Kirkpatrick Email: farm@middlecreekfarmal.com Phone Number: +12566794910 Collar SN: 24h4411552rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx's collar not giving feedback when their dog is outside overnight. Cx says the pet pin gets stuck. Email cx "Hard Reset" & "Halo Collar Sending Log and Diagnostic Files" Advised cx that regardless if a hard reset resolves the issue, to still send us the logs & diag files for CET to investigate, as a precaution. Next Steps: Wait for cx to F/U. Once logs & diag files received, escalate to CET.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 14:30:13 UTC | Status: CLOSED

💬 Conversation: KUlJbmvFRICJR4nZMy1S_A

Messages 11
Customers 1
Duration 2025-09-16 14:11:36 UTC to 2025-09-16 15:27:55 UTC
Message Types CONVERSATION_STATUS_CHANGE: 4, PHONE_CALL: 2, CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 1
STATUS CHANGE | Customer (YqBIqp8v...) | 2025-09-16 14:11:36 UTC | Status: OPEN
PHONE_CALL | Customer (YqBIqp8v...) | 2025-09-16 14:11:37 UTC
AGENT NOTE | Agent (qssY5KY8...) | 2025-09-16 14:23:46 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Wanted to find out if she returned the Halo 4 and paid for a pack plan annually would she recieve whatever she hasn't used back to her, adv cx that we would take a look at it and send over to our billing Troubleshooting & Actions Taken: N/A Resources Used (provide details): AP, Gladly, ZD, ZD Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (qssY5KY8...) | 2025-09-16 14:24:11 UTC | Status: CLOSED
STATUS CHANGE | Customer (YqBIqp8v...) | 2025-09-16 15:17:17 UTC | Status: OPEN
PHONE_CALL | Customer (YqBIqp8v...) | 2025-09-16 15:17:17 UTC
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 15:27:07 UTC
Live Team Notes Serial Numbers: n/a FW: Issue/ Need: Saw an IG ad for free shipping after purchasing, and cx wants to get the free shipping, cx used the halo25 1660318-Order number Troubleshooting & Actions Taken: Reached out to RES, cx already used the free ship code which is halo25 so to speak Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YC_UAXeV...) | 2025-09-16 15:27:40 UTC
Removed: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 15:27:55 UTC | Status: CLOSED

💬 Conversation: 4FlXPElIR-6g_l1eTvnWeA

Messages 1
Customers 1
Duration 2025-09-16 14:11:38 UTC to 2025-09-16 14:11:38 UTC
Message Types EMAIL: 1

💬 Conversation: UxhlZinjR4-OvU3UmQzq2A

Messages 6
Customers 1
Duration 2025-09-16 14:12:22 UTC to 2025-09-16 14:21:07 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (Tvtg8lxQ...) | 2025-09-16 14:12:22 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 14:19:00 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Wism refund Troubleshooting & Actions Taken: Cx said they had called to cancel their plan Said they were told the sub plan will be refunded after it was cancelled Case wasn't escalated to billing Checked with RES, escalate to billing Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP , gladly notes Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 14:20:39 UTC
Billing Team Escalation Notes Affected Serial Number: 24h3330493rt ; 23h3262269rt FW: 1.26.005 Order ID: 1488932 RMA Ticket #: Subscription Start Date: Aug 24, 2024 8:57 PM Reason for Escalation: WISM refund Requested Action: Cx had asked to cancel their sub plan end of last month and was told they will be refunded for the sub plan. He said he hasn't received it yet.
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:21:03 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:21:07 UTC | Status: CLOSED

💬 Conversation: 3M3IMHFRSV6rVg63ZDHkVQ

Messages 5
Customers 1
Duration 2025-09-16 14:12:58 UTC to 2025-09-16 14:20:53 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (NAX64LtF...) | 2025-09-16 14:12:58 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 14:19:21 UTC
Live Team Notes Serial Numbers:25h4231498rt [https://halo-prod-app-admin-frontend.azurewebsites.net/admin/customers-care/collar-details?id=6c73ed38-7be6-4f34-9a57-be0dbb8f5596] FW:v.03.00.05 Issue/ Need:wismi replacement Troubleshooting & Actions Taken: gave her the delivery date 17/09/2025 393217949425 Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ai-bot, ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (gJyogQbb...) | 2025-09-16 14:20:33 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 14:20:53 UTC | Status: CLOSED

💬 Conversation: V5VXSAPHQKix97tt0YpKow

Messages 5
Customers 1
Duration 2025-09-16 14:13:13 UTC to 2025-09-16 15:27:04 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (60bX287_...) | 2025-09-16 15:25:02 UTC
Live Team Notes Serial Numbers:24h4424041rt FW:03.00.05 Issue/ Need: Warranty replacement for collar(diagnostic issue) Troubleshooting & Actions Taken: Resent link to cx( did not work) Manually accessed account to start warranty Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (60bX287_...) | 2025-09-16 15:26:59 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew
STATUS CHANGE | Agent (60bX287_...) | 2025-09-16 15:27:04 UTC | Status: CLOSED

💬 Conversation: HYP2LXXnRaKYKK4EY6gvSA

Messages 2
Customers 1
Duration 2025-09-16 14:14:30 UTC to 2025-09-16 14:14:35 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 14:14:35 UTC | Status: CLOSED

💬 Conversation: 0E812LNvS9Co6_8Gd-jkPA

Messages 6
Customers 1
Duration 2025-09-16 14:15:15 UTC to 2025-09-16 14:32:18 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (wVYN1GTW...) | 2025-09-16 14:15:15 UTC | halocollar.com
My collar is not tracking my dog, it shuts off and then reconnects telling me to take it outside. The dog has ran away twice with us unable to track him. The collar starts off working fine and then glitches. He’s currently inside and it was telling me he is still outside in the same spot he was 5 minutes ago.
System/AI | 2025-09-16 14:15:31 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:31:58 UTC
First and Last Name: Randi Drake Email: randidrake81@gmail.com Phone Number: Collar SN: 24h4472044rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: Log submission Next Steps: Email the cx the empty log submission macro. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:32:18 UTC | Status: CLOSED

💬 Conversation: KjblNyYRR9W1oQ0dJwXfRA

Messages 10
Customers 1
Duration 2025-09-16 14:15:19 UTC to 2025-09-16 15:56:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
Customer (BbSTJx2B...) | 2025-09-16 14:15:19 UTC | halocollar.com
the building is not correct on my map
System/AI | 2025-09-16 14:15:59 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 14:50:44 UTC
Live Team Notes Serial Numbers: 23h3473302rt FW: v. 03.00.05 Applied Issue/ Need: Looking at the map and the picture shows the posts on a house next door that does not exist She does not know how to update the fence either Calling from the computer and looking at the phone Troubleshooting & Actions Taken: Sent the link to the cx on the chat and she sent it to her phone and connected to the meeting, then disconnected from the computer She did not have the option to share the screen, though on her end, apparently, because initially connected via the website and not the App Walker her to update the satellite picture and choose Source 2, but the buildings were still wrong Asked her to change the source until she finds the right one She said that all 5 sources show a structure or building on the bottom left of her property that don't exist She sent a screenshot, the structures at the bottom are like animal buildings but the bottom left corner does not have anything at all The map stil shows blue marks on that are as if there are buildings there which is not not right, it shows a a huge 80x80 shade that they don't have (screensot edited #2) The structure on the the middle at the bottom is about 10 feet away from the cornfield next to them, which is not theirs, so even if the left part did not exist, she could not put her bottom limit 20feet away from the cornfield Suggested her to still move the fence only on that middle area at least 20 feet away from the little building, then setting up a Beacon there so the dog does not even get to the fence limit, then the rest of the bottom boundary she can adjust it to be a little bit more inside, as long as it is 20 feet away from the structure on the bottom right and bottomo left (while it gets fixed) Confirmed that she has a Beacon to try I am escalating so the matter gets sent to Softeq to update that view and remove the bottom left area that shows blue, where there is nothing I forgot to request the cx a picture of a satellite view from Google Maps and I don't have the address to see it, so they can compare and know how it should look, will ask for it on the follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal How to Update the Satellite Imagery on My Map [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwgXX70IhgY6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJxaHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzcxNzI3NDIwMTI2OTUtSG93LXRvLVVwZGF0ZS10aGUtU2F0ZWxsaXRlLUltYWdlcnktb24tTXktTWFwBjsIVDoOc2VhcmNoX2lkSSIpMDUwZTYwZDQtMTJjZS00Yzk1LWEyMjItYTkwOWQzNDY4OTIwBjsIRjoJcmFua2kGOgtsb2NhbGVJIgplbi11cwY7CFQ6CnF1ZXJ5SSINb3V0ZGF0ZWQGOwhUOhJyZXN1bHRzX2NvdW50aQk%3D--e1cbc177977ef94ca7060d7d333a5aebe5002cf1] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 14:54:29 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 14:55:06 UTC | Status: CLOSED
STATUS CHANGE | Customer (BbSTJx2B...) | 2025-09-16 15:22:43 UTC | Status: OPEN
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 15:56:31 UTC | Status: CLOSED

💬 Conversation: v7ZpDD8-QTyTsUVGXI-WDg

Messages 3
Customers 1
Duration 2025-09-16 14:16:05 UTC to 2025-09-16 14:17:17 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 14:17:17 UTC | Status: CLOSED

💬 Conversation: JG-b3OQxTjmMv0G3NOVhtw

Messages 3
Customers 1
Duration 2025-09-16 14:16:14 UTC to 2025-09-16 16:16:58 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (Rz8PKkTT...) | 2025-09-16 14:16:14 UTC | halocollar.com
hi I would like to return my two collars I ordered
System/AI | 2025-09-16 14:16:41 UTC | halocollar.com
Hi there! You can return your Halo Collars within 90 days of purchase if they were bought directly from our website and are not damaged or broken. You'll need a Return Merchandise Authorization (RMA) before sending them back. To get started, just visit our returns page and submit a return request. Please note, there's a $25 return fee, and original shipping costs are non-refundable. Once your return is approved, we'll send you a prepaid shipping label. If you have any questions or need more help, feel free to reach out to our support team!
STATUS CHANGE | Unknown | 2025-09-16 16:16:58 UTC | Status: CLOSED

💬 Conversation: fAhUzK-XSq-KvZnERAcmsg

Messages 12
Customers 1
Duration 2025-09-16 14:16:31 UTC to 2025-09-16 18:21:10 UTC
Message Types EMAIL: 6, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 5
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:16:02 UTC
Added: 161qN1d9QVGaaHtAY3Spsw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:16:03 UTC | Status: CLOSED
STATUS CHANGE | Customer (XgopBES4...) | 2025-09-16 16:34:59 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:48:17 UTC | Status: CLOSED
STATUS CHANGE | Customer (XgopBES4...) | 2025-09-16 18:02:59 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:21:10 UTC | Status: CLOSED

💬 Conversation: p5RGS6mVTsyxfY4JJ9Bi-Q

Messages 8
Customers 1
Duration 2025-09-16 14:17:21 UTC to 2025-09-16 14:44:49 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (64yGSBo8...) | 2025-09-16 14:17:21 UTC
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 14:36:22 UTC
Live Team Notes Serial Numbers:24h4502584rt FW:v.03.00.05 Issue/ Need: GPS isn't working-not tracking her all the time, cloud disruption, right now it appears to be working, but yesterday it wasn't working Troubleshooting & Actions Taken: ask about orientation, going to the GPS adjust, antenna issue when looking at the GPS levels, so adjust the antenna. Showing active feedback again. Cloud connection lost, re-connecting. Collar is falling down. ARF slider Cx asked about their carport, GPS goes weird there-check levels, orientation may change it, beacon last resort Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name:Cara Coffelt Email:cacoffelt@gmail.com Phone number:18123061875 Collar SN:24h4502584rt Collar Model:H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 1333 North Parklane Drive City: Boonville State: Indiana Postal code:47601 Country: US What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! Slider-orchid pink For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (YC_UAXeV...) | 2025-09-16 14:36:40 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 14:36:45 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:41:39 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 14:44:49 UTC | Status: CLOSED

💬 Conversation: aPXIaY0sSLml444Eq68yeA

Messages 3
Customers 1
Duration 2025-09-16 14:17:32 UTC to 2025-09-16 14:18:36 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (FaDnBtgn...) | 2025-09-16 14:17:32 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx needs a return label Recap (When/Where/What the customer wants) Cx needs a return label for collar that was replaced under warranty Cx lost the OG label that came with the replacement collar Warranty I.D AW-20250724-35127 SN 25h4141061rt [https://halo-prod-app-admin-frontend.azurewebsites.net/admin/customers-care/collar-details?id=f0185724-51fd-4b9b-9971-c2736716a6ea] Created cx another return label Tracking I.D 791941976052 [https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=791941976052] Is This Resolved/Follow-Up Required? Resoled - Y If Follow Up Is Required (What/When) Sending cx email with return label Optional Additional Info:
STATUS CHANGE | Agent (FaDnBtgn...) | 2025-09-16 14:18:36 UTC | Status: CLOSED

💬 Conversation: 7s7A18JSQFOQEQoGus-vfA

Messages 5
Customers 1
Duration 2025-09-16 14:18:05 UTC to 2025-09-16 15:24:01 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (0fm9q9vX...) | 2025-09-16 14:18:05 UTC | halocollar.com
My dogs collar isn’t connecting to the satellite or saying it’s signal is low when my other collar is saying it’s fine. The blue paw print is also lit up and we have tried to reset, let it die completely and reconnected to wifi
System/AI | 2025-09-16 14:18:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 15:24:00 UTC
Added: yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 15:24:01 UTC | Status: CLOSED

💬 Conversation: C47Cj4vjSaunABzbeIdYqg

Messages 1
Customers 1
Duration 2025-09-16 14:18:06 UTC to 2025-09-16 14:18:06 UTC
Message Types EMAIL: 1

💬 Conversation: wA_UhnPCQyaV1FCd4SRSsA

Messages 5
Customers 1
Duration 2025-09-16 14:19:50 UTC to 2025-09-16 14:30:58 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1
PHONE_CALL | Customer (zVzgVZPa...) | 2025-09-16 14:19:50 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 14:27:16 UTC
First and Last Name: Jackie Hughes Email: jackie319@hotmail.com Collar SN: 25h4242443rt, 25h4260175rt Collar FW: NA Resources: AP Answers Recap/TS: WISMO- Refund Next Steps Esc to billing for refund inquiry
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 14:30:48 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4242443rt, 25h4260175rt FW: NA Order ID: NA RMA Ticket #: BE3WTP8W Subscription Start Date: Jul 8, 2025 12:26 PM Reason for Escalation: WISMO - Refund Requested Action: CX requesting timeline for refund if available? CX has already been given the standard response.
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 14:30:58 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w

💬 Conversation: mGAFn1yHQ7aKLFrHO0GBsg

Messages 15
Customers 1
Duration 2025-09-16 14:21:23 UTC to 2025-09-16 15:07:34 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_NOTE: 2, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
Customer (7jHl2oIU...) | 2025-09-16 14:21:23 UTC | halocollar.com
I don’t want my collars anymore they have stopped working and it’s a hassle
System/AI | 2025-09-16 14:21:49 UTC | halocollar.com
I'm sorry to hear about the issues with your collars. If you're within the 90-day satisfaction guarantee period, you can return your Halo Collars. Please note that a $25 return fee applies, and the collars must not be damaged or broken. To start a return, visit our returns page and submit a Return Merchandise Authorization (RMA). If your collars are malfunctioning, our warranty may cover repairs or replacements. Let me know if you need any help with the process or have other questions!
Customer (7jHl2oIU...) | 2025-09-16 14:21:49 UTC | halocollar.com
I missed my return window but yall are inconveniencing me and my dogs because of the malfunctions
Customer (7jHl2oIU...) | 2025-09-16 14:22:13 UTC | halocollar.com
I’m not in the return window anymore
Customer (7jHl2oIU...) | 2025-09-16 14:22:45 UTC | halocollar.com
Can I get an email I can email halo at
System/AI | 2025-09-16 14:23:23 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 14:27:08 UTC
First and Last Name: Stephen Guest Email: tyblue22.ta@gmail.com Other contact info if possible: Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 14:27:24 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 14:27:24 UTC | Status: CLOSED
STATUS CHANGE | Customer (7jHl2oIU...) | 2025-09-16 15:01:50 UTC | Status: OPEN
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 15:07:33 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Stephen Guest Email: tyblue22.ta@gmail.com Phone Number: Collar SN: 25h4082337rt, 25h4031908rt Collar FW: Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx wants to talk to live support about their 2 collars reporting critical issues. Cx abandoned their DP call. Cx was previous emailed contact info for live support. Cx emailed to tallk to live support. Email cx " Halo Collar Contact Information" Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 15:07:34 UTC | Status: CLOSED

💬 Conversation: TdpVvsY_R9GNDLlucTY5uw

Messages 5
Customers 1
Duration 2025-09-16 14:22:21 UTC to 2025-09-16 14:30:40 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (CguYOSi0...) | 2025-09-16 14:22:21 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 14:28:09 UTC
Live Team Notes Serial Numbers:24h3430933rt FW:v.03.00.05 Issue/ Need: Cancel the plan for a few months Troubleshooting & Actions Taken: walk the cx through the cancellation of the plan Resources Used (provide details): (KB articles, Slack posts, internal docs.): ap, kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (gJyogQbb...) | 2025-09-16 14:28:44 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 14:30:40 UTC | Status: CLOSED

💬 Conversation: zZL4SfJrSDyiyJN4_969dw

Messages 3
Customers 1
Duration 2025-09-16 14:22:23 UTC to 2025-09-16 16:23:01 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (3979PzGm...) | 2025-09-16 14:22:23 UTC | halocollar.com
Collar location is inaccurate
System/AI | 2025-09-16 14:23:00 UTC | halocollar.com
Hi there! For inaccurate collar location, make sure the GPS is properly initialized. Take the collar outside to an open area away from buildings or trees, and keep it still until the GPS light blinks green (Halo 4) or blue (Halo 3/older). This indicates active GPS. If the problem persists, check the collar's fit to ensure it's snug and the GPS antenna faces upward. Keep your firmware updated and charge the collar nightly for optimal performance. For more detailed steps, refer to the Halo App or contact support for assistance.
STATUS CHANGE | Unknown | 2025-09-16 16:23:01 UTC | Status: CLOSED

💬 Conversation: mZx1POEfQ5OyuDUokgdbNg

Messages 4
Customers 1
Duration 2025-09-16 14:22:42 UTC to 2025-09-16 14:35:15 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (GG24uY2b...) | 2025-09-16 14:22:42 UTC
Live Team Notes Serial Numbers: 25h4303485rt FW: v.03.00.05 Issue/ Need: GPS drift Troubleshooting & Actions Taken: Checked firmware - firmware is up to date Had cx do hand testing - ensured the orientation of collar was correct and that cx was walking around Checked GPS signal level tool - original settings Cx unsure about effectiveness of collar for their pup Cx wanted to know return policy for collar Cx deciding whether or not they want to keep collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Halo App Tier 1 Troubleshooting Guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (GG24uY2b...) | 2025-09-16 14:35:13 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, ZKYz4UsHRG6__sFoccYiEA
STATUS CHANGE | Agent (GG24uY2b...) | 2025-09-16 14:35:15 UTC | Status: CLOSED

💬 Conversation: JxM0SVBXTiC4Zb_mfwa8jw

Messages 4
Customers 1
Duration 2025-09-16 14:24:39 UTC to 2025-09-16 14:24:50 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 14:24:39 UTC
First and Last Name: Louis Rodriguez Email: fxbylou@gmail.com Other contact info if possible: Sidekick Handoff (Y*N) N - CS had no audio If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 14:24:50 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 14:24:50 UTC | Status: CLOSED

💬 Conversation: dh78-LegT2OesbEeviwvEg

Messages 4
Customers 1
Duration 2025-09-16 14:24:44 UTC to 2025-09-16 14:29:32 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 14:24:44 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 3rYf9UMaTxuV55czulmLdA
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 14:24:46 UTC
Live Team Notes Serial Numbers: 23h2241462rt FW: v.02.08.11 Issue/ Need: Cx reordered a new collar wants to cancel to reorder with discount Troubleshooting & Actions Taken: Informed cx she has 1 hour to cancel Walked cx through the cancellation for email Order cancelled, sending cx info via email to upgrade collar Sent access code to show cx Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal slack woocom Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 14:29:32 UTC | Status: CLOSED

💬 Conversation: Nh3z9UEcRxOEGhr_6bZWMA

Messages 4
Customers 1
Duration 2025-09-16 14:25:26 UTC to 2025-09-16 14:27:59 UTC
Message Types CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1
AGENT NOTE | Agent (-LDMlkjl...) | 2025-09-16 14:25:26 UTC
Last heard Sep 14, 2025 with 4% charge WB reports no collar issues or hardware failures WB battery utilization shows battery only lasted 3 hours on 9/14 WB diagnostic data details reports MCU temp errors 2 days in a row Collar needs to be replaced
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 14:25:42 UTC | Status: OPEN
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 14:27:59 UTC | Status: CLOSED

💬 Conversation: kdYok6DTTjOLbL5RvDet2Q

Messages 4
Customers 1
Duration 2025-09-16 14:25:52 UTC to 2025-09-16 14:29:00 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (9fQloWTk...) | 2025-09-16 14:25:52 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 14:28:48 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Cancelled the order Troubleshooting & Actions Taken: Said they just ordered a minute ago but had to cancel since apple pay is routinng to his old shipping address Cx tried again and same thing happened asking if can be changed or cancel is the only option Adv cancel is the only option for now and only has an hour to cancel it after order is placed Said he will use card to make payment instead Resources Used (provide details): (KB articles, Slack posts, internal docs.): KB, Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:28:57 UTC
Added: yvre24KRS7mrSSqthtE0RA
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:29:00 UTC | Status: CLOSED

💬 Conversation: HedJE0soTdKmE7pahRq0bg

Messages 9
Customers 1
Duration 2025-09-16 14:26:29 UTC to 2025-09-16 17:24:29 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 3, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 16:24:49 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 16:27:54 UTC
Live Team Notes Serial Numbers: 23h3424685rt FW: v.02.08.11 Issue/ Need: Cx did not receive return label with wr package Troubleshooting & Actions Taken: Submitting label request Cx mentioned she might not be able to go this week to return it because she lives in a very rural location with no fedexs so just making note of that here that there might be a delay with her sending it back Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 16:27:55 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 16:28:41 UTC
Label Request Notes RMA Number from Admin Portal- AW-936584 Reason for Request- wr package did not come with a label Accessory or Collar- Collar Customer's Shipping Address- 2715 KY HIGHWAY 1273, DANVILLE, KY 40422-9433 If the Shipping Address or the RMA Number is missing, we will not be able to send the label and the conversation will be sent back to you to complete
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 17:24:29 UTC | Status: CLOSED
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 17:24:29 UTC
Added: rxefklGaTXGCpjC7oGEfPg

💬 Conversation: ZPJrbDAcQVCCDdPHwD9hWw

Messages 4
Customers 1
Duration 2025-09-16 14:28:07 UTC to 2025-09-16 14:28:17 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 14:28:07 UTC
First and Last Name: Louis Rodriguez Email: fxbylou@gmail.com Other contact info if possible: Sidekick Handoff (N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 14:28:14 UTC | Status: CLOSED
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 14:28:17 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw

💬 Conversation: Vv7oz5_KRimK0j9JR_e-FQ

Messages 8
Customers 1
Duration 2025-09-16 14:29:30 UTC to 2025-09-16 17:24:03 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (dt_8uRwM...) | 2025-09-16 14:29:30 UTC
AGENT NOTE | Agent (qssY5KY8...) | 2025-09-16 14:52:40 UTC
Live Team Notes Serial Numbers: 25h4160964rt FW:v.03.00.05 Issue/ Need: I need a different type of collar case, as the Velcro seems to irritate my dog while we’re hunting. I explained to the customer that the only option available is the procase at the moment, will follow up if he decides to cancel with cancellation email and steps to remove collar from account Troubleshooting & Actions Taken: N/A Resources Used (provide details): KB, AP, Gladly, Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (qssY5KY8...) | 2025-09-16 14:53:58 UTC | Status: CLOSED
STATUS CHANGE | Customer (dt_8uRwM...) | 2025-09-16 15:22:41 UTC | Status: OPEN
STATUS CHANGE | Unknown | 2025-09-16 17:24:03 UTC | Status: CLOSED

💬 Conversation: 55XUbUXbS32qfVB-3NdtnQ

Messages 4
Customers 1
Duration 2025-09-16 14:29:34 UTC to 2025-09-16 14:30:02 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 14:29:34 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: Cx needing help with retraining Cx needs help setting up fence Troubleshooting & Actions Taken: Call lost During Cx explaining Connections poor Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 14:29:51 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 14:30:02 UTC | Status: CLOSED

💬 Conversation: 2dFPa137TYO1OfAsZOoyng

Messages 2
Customers 1
Duration 2025-09-16 14:32:21 UTC to 2025-09-16 14:33:04 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 14:32:21 UTC
Live Team Notes Serial Numbers: 25h4309467rt FW: v.03.00.05 Issue/ Need: Cx needs help with the fitment of the collar. Cx is asking about delayed feedback. Troubleshooting & Actions Taken: Explained the hand test. Explained collar settings and setup. Cx says it lags at times, but it's early on in usage outside. Performed a reset, plugged in, and hand test. Explained the GPS level settings. Pushing the latest firmware-03.01.02 Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.

💬 Conversation: QsUVgFG0QkmLtUAh8a53xg

Messages 1
Customers 1
Duration 2025-09-16 14:32:22 UTC to 2025-09-16 14:32:22 UTC
Message Types EMAIL: 1

💬 Conversation: 0cklG4SeR46ShZInUziDDA

Messages 4
Customers 1
Duration 2025-09-16 14:34:01 UTC to 2025-09-16 14:34:45 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 14:34:01 UTC
Live Team Notes Randi Drake Serial Numbers: 24h4472044rt FW: 03.00.05 Issue/ Need: cx states collar has been glitching and pup has been acting up since yesterday Troubleshooting & Actions Taken: Having cx take collar outside to do some hand testing Not seeing collar move as cx walks with collar making sure cx has proper collar orientation Reaching out in Slack for Stuck Pet Pin [https://halocollarworkspace.slack.com/archives/C03JKV1S5C5/p1758032570017709] Sending cx otac to confirm address Confirmed cx address and phone number Confirmed the WR went through in ap Adv cx our return process and to keep all accessories Adv cx the collar will be deactivate Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 TS Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 14:34:06 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, majmLeKgRJekuZZECNBxAQ
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 14:34:45 UTC | Status: CLOSED

💬 Conversation: pLcaobzZSu6ANleAv-JD_Q

Messages 4
Customers 1
Duration 2025-09-16 14:34:43 UTC to 2025-09-16 14:49:33 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 14:49:14 UTC
Live Team Notes Serial Numbers: unknown FW: Issue/ Need: cx wants to return the charging stands Troubleshooting & Actions Taken: can't return accessories, if cx pushes back we can inquire about a gc or escalate if need be, can't find the account with this email, so we would also need account info Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 14:49:33 UTC | Status: CLOSED

💬 Conversation: tsrOmD1oRMSFQLiYmpROXg

Messages 4
Customers 1
Duration 2025-09-16 14:35:12 UTC to 2025-09-16 14:35:45 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 14:35:12 UTC
Live Team Notes Serial Numbers:NA FW:NA Issue/ Need:Collar Set up Cx called in to ask how to assemble collar Guided cx on how to do so Cx understood and will assemble Troubleshooting & Actions Taken: NA Resources Used (provide details): (KB articles, Slack posts, internal docs.):AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 14:35:41 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PT5SzfGLQx6qJKX6efjzxA
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 14:35:45 UTC | Status: CLOSED

💬 Conversation: BdAgR_ozTiWDERP3dCh3Gw

Messages 3
Customers 1
Duration 2025-09-16 14:37:31 UTC to 2025-09-16 16:38:16 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (zf86hhet...) | 2025-09-16 14:37:31 UTC | halocollar.com
Need a new charger
System/AI | 2025-09-16 14:38:06 UTC | halocollar.com
Hi there! To order a new charger for your Halo Collar, you can visit our online store or contact our customer service team for assistance. Make sure to use the correct charger model for your collar by checking the charger specifications. If you're having issues with your current charger, try using a different USB-C cable or charging block to see if that helps. For more troubleshooting tips, check out our Battery and Charging Resource. Let us know if you need any more help!
STATUS CHANGE | Unknown | 2025-09-16 16:38:16 UTC | Status: CLOSED

💬 Conversation: y0Opt9yIQ-OwyPlg5S30qw

Messages 2
Customers 1
Duration 2025-09-16 14:38:43 UTC to 2025-09-16 14:38:45 UTC
Message Types CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (GG24uY2b...) | 2025-09-16 14:38:43 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: Cx received email on September 12th from Halo stating that their returned collar had been received - but cx did not receive refund Cx is inquiring about refund Troubleshooting & Actions Taken: Cx returned collar that did not fit Looked in AP - did not find warranty information Reached out to senior agent for additional assistance - could not find additional information Let cx know refund takes 7-10 business days to go through from day that return is received Let cx know to reach back out in about a week if they have not received it Confirmed cx phone number: 4014809158 Sending cx follow up email with information about returns Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (GG24uY2b...) | 2025-09-16 14:38:45 UTC | Status: CLOSED

💬 Conversation: wmZTdjUHQ9KLr2185oPyXQ

Messages 9
Customers 1
Duration 2025-09-16 14:39:29 UTC to 2025-09-16 14:53:03 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (wmyPlD9B...) | 2025-09-16 14:39:29 UTC | halocollar.com
I am interested in a halo collar. I can get a halo 3 from a friend. do you still support halo 3
System/AI | 2025-09-16 14:39:57 UTC | halocollar.com
Yes, we still support the Halo 3 collar! You can find accessories like straps and chargers in our online store. If you have any specific questions or need further assistance with the Halo 3, feel free to ask!
Customer (wmyPlD9B...) | 2025-09-16 14:40:31 UTC | halocollar.com
does the remote Beacon work with the halo 3?
System/AI | 2025-09-16 14:41:25 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 14:46:59 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 14:52:40 UTC
Added: PT5SzfGLQx6qJKX6efjzxA
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 14:52:42 UTC
Live Team Notes Serial Numbers: Not added yet. FW: NA Issue/ Need: Cx is asking about purchase and collar options for beacons. Troubleshooting & Actions Taken: Talked about remote beacon usage and zone beacon. Talked about shared usage and app usage. Explain the setup and usage of the collar. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 14:53:03 UTC | Status: CLOSED

💬 Conversation: 38dFBeSBT--NsIKOzAhWUg

Messages 3
Customers 1
Duration 2025-09-16 14:40:52 UTC to 2025-09-16 14:44:44 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 14:44:44 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, dG-IjZuyRaaSTewLvto6tw
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 14:44:44 UTC | Status: CLOSED

💬 Conversation: 6bPsGxG1T06aBY2dKAaSTw

Messages 5
Customers 1
Duration 2025-09-16 14:41:47 UTC to 2025-09-16 14:57:22 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 14:57:16 UTC
First and Last Name: Paige Uran Email: paigeuran@gmail.com Phone Number: Collar SN: 23h3351069rt Collar FW: v.01.26.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx wants to cancel their subscription. Next Steps: Email the cx the instructions for them to cancel their subscription. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:57:19 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 14:57:22 UTC | Status: CLOSED

💬 Conversation: GVtxvyqKTg-yodPRD8knBQ

Messages 4
Customers 1
Duration 2025-09-16 14:42:35 UTC to 2025-09-16 14:53:06 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 14:52:59 UTC
Live Team Notes Serial Numbers: 25H4121766RT FW: v.03.00.05 Issue/ Need: Customer called to check tracking information for his warranty collar. Located the tracking details and sent them to the customer via email. Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tracking sheet Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 14:53:06 UTC
Added: dG-IjZuyRaaSTewLvto6tw, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 14:53:06 UTC | Status: CLOSED

💬 Conversation: B4m3l0XTSIW9DGDeFfd_gA

Messages 5
Customers 1
Duration 2025-09-16 14:42:37 UTC to 2025-09-16 15:53:20 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (-LDMlkjl...) | 2025-09-16 14:42:37 UTC
25h4244820rt - Willow Azure battery scan predicts 23.38h battery life WB reports no collar issues for last 30 days WB diagnostic data reports excessive modem failures Collar needs to be replaced
TOPIC CHANGE | Agent (YumuZHIE...) | 2025-09-16 15:48:14 UTC
Added: 161qN1d9QVGaaHtAY3Spsw
AGENT NOTE | Agent (YumuZHIE...) | 2025-09-16 15:52:55 UTC
Intermediate Notes Issue/ Need: Collar issues Previous Steps:(previous interactions) Cx responded to an old email from July that was in regard to an old warranty. Advised that their current collar isn't holding a charge and will only last 17-20 hrs/day. Noted they know it's not normal and wanted direction to get it fixed. Also noted that they are not having the experience they hoped for after multiple replacements. Made mention of downgrading to the H3 instead Recap/TS: (current interaction) I have confirmed with my lead that we cannot downgrade their collar. I have also reviewed their collar info in AP to see that they originally purchased from Amazon in Oct of 2024 so returning isn't currently an option. Reached out to Engineering to review the collar to which they determine it requires replacement. I have reached out to cx to confirm that their collar should be replaced and provided clarity moving forward as we've made improvements within our warranty process and the replacement collars. Gave instructions for moving forward with the replacement. Resources: (Articles, Slack Threads, Docs) Admin Portal - collar info/purchase history Gladly - previous communication Next Steps: Awaiting cx's confirmation that collar isn't in use so we can move forward with replacing it.
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 15:53:20 UTC | Status: CLOSED

💬 Conversation: IkTIKJORRpWxkB5ENR2ciw

Messages 4
Customers 1
Duration 2025-09-16 14:42:54 UTC to 2025-09-16 14:43:39 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 14:42:54 UTC
Live Team Notes Christy Voso Serial Numbers: 24h4411162rt FW: Issue/ Need: checking on order status for WR Troubleshooting & Actions Taken: Looking at AP seeing collar was done in NetSuite Looking at CS tracking sheet showing tracking # Adv cx delivery on Wed 9/17 Cx aware of delivery status Resources Used (provide details): (KB articles, Slack posts, internal docs.): Cs Tracking sheet Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 14:42:59 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 14:43:39 UTC | Status: CLOSED

💬 Conversation: Vp5JIdtdRhybshbUvCvsEg

Messages 4
Customers 1
Duration 2025-09-16 14:44:43 UTC to 2025-09-16 14:44:49 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 14:44:43 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, N_yHDZizTl2ll1otDSOr9Q
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 14:44:43 UTC
Intermediate Notes Issue/ Need: Cx needs assistance in submitting warranty Previous Steps:(previous interactions) CET Recap/TS: (current interaction) Assisted Cx in submitting warranty and confirming shipping address Resources: (Articles, Slack Threads, Docs) admin portal Next Steps: follow up email
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 14:44:49 UTC | Status: CLOSED

💬 Conversation: eNCP1DmIT2OXg9IjfsmAcA

Messages 5
Customers 1
Duration 2025-09-16 14:44:45 UTC to 2025-09-16 15:02:34 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 15:01:44 UTC
Added: Yzbn8c0_TPW-jn3czqo5bg
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 15:01:45 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Membership payment failed Cx states there was fraud on her card and it was blocked Recap (When/Where/What the customer wants) Advising how to update payment source Is This Resolved/Follow-Up Required? resolved If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 15:02:34 UTC | Status: CLOSED

💬 Conversation: JoG1brqHQOSQZ3rMcYMIuw

Messages 2
Customers 1
Duration 2025-09-16 14:45:16 UTC to 2025-09-16 16:46:28 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 16:46:28 UTC | Status: CLOSED

💬 Conversation: 1VhcQYLuQYeU2Ec_YenKhQ

Messages 3
Customers 1
Duration 2025-09-16 14:45:29 UTC to 2025-09-16 16:46:29 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (j8jpqsLn...) | 2025-09-16 14:45:29 UTC | halocollar.com
I need a replacement buckle/clasp
System/AI | 2025-09-16 14:46:05 UTC | halocollar.com
Hi there! For a replacement buckle or clasp for your Halo Collar, please check out our Online Store. You'll find a variety of accessories, including straps and other parts. If you can't find what you need or it's not available online, feel free to reach out to our live support team. They'll help you get the necessary replacement parts to keep your collar safe and functional. Let me know if there's anything else I can assist you with!
STATUS CHANGE | Unknown | 2025-09-16 16:46:29 UTC | Status: CLOSED

💬 Conversation: OnnDKPyySu-cT3rjESHMDQ

Messages 4
Customers 1
Duration 2025-09-16 14:45:39 UTC to 2025-09-16 14:58:52 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (xVHtZpmU...) | 2025-09-16 14:45:39 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 14:58:03 UTC
Live Team Notes Serial Numbers: 24h4451644rt FW: 3.00.05 Issue/ Need: Halo collar buzzes when it's charging Troubleshooting & Actions Taken: He said the collar got sprayed by a skunk and after cleaning it, the collar Won't stop buzzing Asked if the collar was completely dry after they cleaned it before charging, he said yes Asked to do HR on the collar, the buzzing stopped Adv to let the collar discharge the battery and don't charge for 5 hrs after it reached 0% Cx said will observe the collar performance Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, KB, TS for t1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 14:58:52 UTC | Status: CLOSED

💬 Conversation: cPUkH4N2QHCX9RxJT6fFSQ

Messages 5
Customers 1
Duration 2025-09-16 14:46:09 UTC to 2025-09-16 14:59:29 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (0ZJ9A4Ex...) | 2025-09-16 14:46:09 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 14:59:25 UTC
Added: bDcJwjoMTjeffz13hM6gAA
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 14:59:26 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Brad & Becky Ryckert Email: beckyryckert@gmail.com Phone Number: Collar SN: 23h2140732rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx's collar not charging and powering up anymore. Consensus is the battery is done. Cx wants to replace via HC, which their collar is enrolled in. Advised cx that H5s are launching soon and suggested that they wait until then to upgrade the collar via HC. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 14:59:29 UTC | Status: CLOSED

💬 Conversation: DTBzsRj-Qu2k27DMt5H9lw

Messages 3
Customers 1
Duration 2025-09-16 14:50:09 UTC to 2025-09-16 16:51:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (axZPO9ae...) | 2025-09-16 14:50:09 UTC | halocollar.com
I am about to leave with my dog, we are driving to a park, do I need to change the settings since he will be with me
System/AI | 2025-09-16 14:50:32 UTC | halocollar.com
You don't need to change any settings on the Halo Collar when traveling with your dog. When you're at the park, just ensure that the Halo app is updated with the park's boundaries if you plan to use the Halo Collar there. This will help in accurately monitoring and keeping your dog safe in the new location. Safe travels and enjoy your time at the park with your dog!
STATUS CHANGE | Unknown | 2025-09-16 16:51:31 UTC | Status: CLOSED

💬 Conversation: -1q-Q_nnTnW89Hl2X2bY0A

Messages 5
Customers 1
Duration 2025-09-16 14:50:40 UTC to 2025-09-16 14:53:39 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 14:50:40 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PT5SzfGLQx6qJKX6efjzxA
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 14:50:52 UTC
Added: g5apmYsrTuGLWnaVZyD4ng
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 14:50:56 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Cx needs help setting up fence , wants to know if he can set up boundaries in different locations and info on colllar Troubleshooting & Actions Taken: Informed cx to get collar added to app Cx purchased membership Connection was not good,cx never reconnected back to call Gave cx info on how to get collar started , ending link via email to help get collar added Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Tier 1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 14:53:39 UTC | Status: CLOSED

💬 Conversation: G1MraY4VTQSqkeq-9ZU2qw

Messages 4
Customers 1
Duration 2025-09-16 14:51:11 UTC to 2025-09-16 14:53:49 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (nhfFRvHb...) | 2025-09-16 14:51:11 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PT5SzfGLQx6qJKX6efjzxA
AGENT NOTE | Agent (nhfFRvHb...) | 2025-09-16 14:51:11 UTC
Live Team Notes Serial Numbers: 25h4133150rt FW: v. 03.00.05 Issue/ Need: Cx wanted to confirm if there was an extra attachment to keep the collar tighter together on the loop Troubleshooting & Actions Taken: Had cx show the full collar (screenshot below) Advised the cx no extra screw and once collar is measured and cut to appropriate length with end rivets collar shouldnt just move No further questions Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly Tier 1 troubleshooting Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. - N/A
STATUS CHANGE | Agent (nhfFRvHb...) | 2025-09-16 14:53:49 UTC | Status: CLOSED

💬 Conversation: qiKcdBrZT7mapB3wo8P1ZA

Messages 5
Customers 1
Duration 2025-09-16 14:51:48 UTC to 2025-09-16 15:03:19 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 15:03:10 UTC
First and Last Name: anthony Dryak Email: massey850@myyahoo.com Phone Number: Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The cx wants to know if their collar is functioning correctly. There is no account in AP with the email provided. Next Steps: Email the cx to confirm the following information, and we will assist them. Email address on the account. The serial number of the collar. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:03:17 UTC
Added: w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:03:19 UTC | Status: CLOSED

💬 Conversation: 8Hjoac1BT5e4xf5Ova744A

Messages 4
Customers 1
Duration 2025-09-16 14:54:25 UTC to 2025-09-16 14:58:27 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 14:54:25 UTC
Added: rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 14:56:19 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing- cx looking for update on return for a refund & plan cancellation/refund Recap (When/Where/What the customer wants) RMA 9BA6TDAW was expired Both collars (25h4222724rt,25h4282837rt) have been returned & checked in as INM due to expired return Pushed return through $1,120.20 has been refunded Cancelled plan immediately & refunded 2 year plan $268.42 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 14:58:27 UTC | Status: CLOSED

💬 Conversation: -5TqjDpWQN-cT25ugd_lng

Messages 5
Customers 1
Duration 2025-09-16 14:55:16 UTC to 2025-09-16 15:14:47 UTC
Message Types CHAT_MESSAGE: 5
Customer (_98vrfyV...) | 2025-09-16 14:55:16 UTC | halocollar.com
We purchased a halo collar in 2021 and haven’t used it for about a year it’s not working now was seeing about a replacement or if there was something we needed to do
System/AI | 2025-09-16 14:55:42 UTC | halocollar.com
Hi there! To get your Halo Collar working again, you might want to consider enrolling in Halo Care or Halo Protection. These plans offer discounted replacements if your collar is damaged or if you wish to upgrade. First, check if your collar is eligible for a warranty replacement. Halo Collars come with a 1-year warranty that covers defects. If your collar is out of warranty, the Halo Care plan can help with reduced replacement costs. To proceed with a replacement, visit the Halo website, log in to your account, and find the "Redeem Halo Care or Protection" option. Let me know if you have any other questions!
Customer (_98vrfyV...) | 2025-09-16 15:13:35 UTC | halocollar.com
Can I Have the order number from when we purchased the collar originally
Customer (_98vrfyV...) | 2025-09-16 15:13:50 UTC | halocollar.com
Connerv96@gmail.com
System/AI | 2025-09-16 15:14:47 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: e0DAZzQ7TBWFT-Rcvo8hMw

Messages 3
Customers 1
Duration 2025-09-16 14:55:48 UTC to 2025-09-16 14:56:40 UTC
Message Types CHAT_MESSAGE: 3
Customer (MROpln67...) | 2025-09-16 14:55:48 UTC | halocollar.com
I need placement chargers
Customer (MROpln67...) | 2025-09-16 14:56:01 UTC | halocollar.com
replacement
System/AI | 2025-09-16 14:56:40 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 2xhWrSOPT86BvPi5yXjd-Q

Messages 3
Customers 1
Duration 2025-09-16 14:59:02 UTC to 2025-09-16 17:00:35 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (fP-lCIBN...) | 2025-09-16 14:59:02 UTC | halocollar.com
Cancel membership
System/AI | 2025-09-16 14:59:45 UTC | halocollar.com
To cancel your Halo membership, log in to your account on the My Account page on the Halo website. Once logged in, click 'Cancel Plan' on your dashboard and confirm the cancellation. Your plan will remain active until the end of the current billing cycle. If you change your mind before the cycle ends, you can restore your plan without interruption. If you need further assistance, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 17:00:35 UTC | Status: CLOSED

💬 Conversation: kVb9GWnKQFGgxmVDT-Zcxg

Messages 9
Customers 1
Duration 2025-09-16 14:59:57 UTC to 2025-09-16 16:52:53 UTC
Message Types CHAT_MESSAGE: 5, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (dEK9yOJb...) | 2025-09-16 14:59:57 UTC | halocollar.com
Error message about sensors
System/AI | 2025-09-16 15:00:34 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (dEK9yOJb...) | 2025-09-16 15:01:16 UTC | halocollar.com
This is the error
Customer (dEK9yOJb...) | 2025-09-16 15:01:17 UTC | halocollar.com
Customer (dEK9yOJb...) | 2025-09-16 15:02:56 UTC | halocollar.com
Can you help?
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 16:52:41 UTC
Live Team Notes Serial Numbers:24h4510250rt FW:v.03.00.05 Issue/ Need: W/R Cx called to confirm shipping address. Resent email link to confirm. Cx stated he will talk to his wife and see what route to take. Cx is thinking of returning the collar from the store they bought it from and exchange it for a new one because he "cant go 3-5 business days" without a collar. Troubleshooting & Actions Taken: Resent email confirmation link Resources Used (provide details): (KB articles, Slack posts, internal docs.):AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 16:52:52 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 16:52:53 UTC | Status: CLOSED

💬 Conversation: VZxvvwFoTaGxZvC682_e8A

Messages 3
Customers 1
Duration 2025-09-16 15:02:31 UTC to 2025-09-16 17:03:42 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (yA1eW8UJ...) | 2025-09-16 15:02:31 UTC | halocollar.com
I am looking for shipping information on a replacement collar
System/AI | 2025-09-16 15:02:55 UTC | halocollar.com
Hi there! Replacement collars are shipped using our standard shipping method, which typically takes 3–5 business days once shipped. You'll receive an email to confirm your shipping address and a tracking number to monitor its journey. For status updates, you can check your order using your order number and email on the Order Status Dashboard. If you need further assistance, please let us know!
STATUS CHANGE | Unknown | 2025-09-16 17:03:42 UTC | Status: CLOSED

💬 Conversation: 87s5ko_8S26SqRBs_Vcj6g

Messages 4
Customers 1
Duration 2025-09-16 15:03:06 UTC to 2025-09-16 15:03:19 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 15:03:06 UTC
First and Last Name: Jason & Janet Proper Email: jproper73@gmail.com Other contact info if possible: Sidekick Handoff (N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 15:03:17 UTC | Status: CLOSED
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 15:03:19 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw

💬 Conversation: piKwW97vTNK0dz3e8ykQ5A

Messages 8
Customers 1
Duration 2025-09-16 15:03:23 UTC to 2025-09-16 16:12:20 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:03:23 UTC
Added: bQCGkOpiQVKvoHsRWeR4Eg
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:03:31 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Learn Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a cal Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Learn Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:20:51 UTC | Status: CLOSED
STATUS CHANGE | Customer (zusGzSzz...) | 2025-09-16 15:28:57 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:12:20 UTC | Status: CLOSED

💬 Conversation: ASDZGdwbSUuRRviulKnGxg

Messages 4
Customers 1
Duration 2025-09-16 15:04:00 UTC to 2025-09-16 15:04:10 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 15:04:00 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, XgG7bb7sStCdWy5Ryptnjw
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 15:04:01 UTC
Live Team Notes Serial Numbers: 25h4112191rt FW: 03.00.05 Issue/ Need: Cx is following up from eval email Troubleshooting & Actions Taken: Cx was emailed on 9/4 about collar 25h4112191rt needing to be replaced Cx didnt realize they needed to join again to start warranty Helped start warranty request and make sure shipping was verified Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 15:04:10 UTC | Status: CLOSED

💬 Conversation: toIsOKaRQDm71XXZ-l3eIw

Messages 4
Customers 1
Duration 2025-09-16 15:06:48 UTC to 2025-09-16 15:07:39 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 15:06:48 UTC
Live Team Notes Serial Numbers: 24h4502426rt FW: 03.00.05 Issue/ Need: Cx collar receiving a diagnostic issue, was battery issue Troubleshooting & Actions Taken: -Cx was not aware that WR had already been initiated -Resent shipping confirmation email to cx to confirm -Cx was able to confirm shipping address -Cx wanted to know if he was able to return collar at this time, informed collar is 109 days outside the return window Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 15:07:28 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, rdUSmYttSwKQFfR2AdKalw
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 15:07:39 UTC | Status: CLOSED

💬 Conversation: vZ8Jme7CScSTnmNWDpM4pA

Messages 3
Customers 1
Duration 2025-09-16 15:06:54 UTC to 2025-09-16 15:09:15 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (Whbz-m0_...) | 2025-09-16 15:06:54 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 15:08:57 UTC
Caller looking for assistance with Halo Smart Light Bulb. Adv caller to Google. No follow-up.
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:09:15 UTC | Status: CLOSED

💬 Conversation: z-MeBrPFRZaBBGW_Sa9P7w

Messages 4
Customers 1
Duration 2025-09-16 15:07:55 UTC to 2025-09-16 15:28:29 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 15:07:55 UTC | Status: OPEN
AGENT NOTE | Agent (iBPLP4RB...) | 2025-09-16 15:08:00 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Collar with Issue's SN: 25h4162983rt Recap (When/Where/What the customer wants) Additional notes about the issue: "Cx has called earlier, the previous agent did a reset, but cx says as soon as the collars go outside, it stops connecting." Is This Resolved/Follow-Up Required? Y If Follow Up Is Required (What/When) Send e-mail to the customer that FW 3.1.2 was installed on the collar yesterday, and GPS needs to be reinitialized. Optional Additional Info: The screenshot submitted by the customer shows no wi-fi connection. System log for 9-15 reports multiple WLAN (wi-fi) connection issues. FW 3.1.2 was installed on the collar on 9-15, which has an improvement for wi-fi connectivity.
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 15:28:29 UTC | Status: CLOSED

💬 Conversation: aKvxh2PBQgSxBXgzyLPcWQ

Messages 4
Customers 1
Duration 2025-09-16 15:08:18 UTC to 2025-09-16 15:08:36 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 15:08:18 UTC
Live Team Notes Serial Numbers: 25h4133150rt FW: v.03.00.05 Issue/ Need: Feedback on beacon not going to collar Troubleshooting & Actions Taken: Had her check settings and the beacon is on She turned off and back on Beacon status is on under my map Had her test outside and the beacon is now working Resources Used Halo App Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 15:08:36 UTC | Status: CLOSED
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 15:08:36 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, knxFA9d_QvCvKSD3FB0LTQ

💬 Conversation: cKaNbvmGTMKnV0Enay98bA

Messages 5
Customers 1
Duration 2025-09-16 15:08:28 UTC to 2025-09-16 15:31:13 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (4UDYSkxq...) | 2025-09-16 15:08:28 UTC
AGENT NOTE | Agent (qssY5KY8...) | 2025-09-16 15:30:33 UTC
Live Team Notes Serial Numbers: 24H3501546RT (Halo 3) FW: v.01.23.04 Issue/ Need: Customer wants to add the Halo 3 to the account and was advised of the instructions, walked through removing old collr to add new collar. The customer has a critical error on the account. Has upgraded the collar to a H3 with purchasing the new collar from Amazon. Troubleshooting & Actions Taken: n/a Resources Used (provide details): KB, Gladly, ZD, AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qssY5KY8...) | 2025-09-16 15:31:05 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (qssY5KY8...) | 2025-09-16 15:31:13 UTC | Status: CLOSED

💬 Conversation: syLUqi0rTJq59V5dGOYRxw

Messages 8
Customers 1
Duration 2025-09-16 15:08:42 UTC to 2025-09-16 15:31:02 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (XvPdP0Li...) | 2025-09-16 15:08:42 UTC
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 15:17:09 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 15:17:12 UTC
First and Last Name: Evelyn Noden Email: eenoden@gmail.com Collar SN: 24h3190448rt Collar FW: v.02.08.11 Resources: AP Recap/TS: CX states they ordered contact tips on 8/12 and have not received them Next Steps: CX does not have the order number No recent orders under this email address found. Last order was from 2024. Full Name: Evelyn Noden Email: eenoden@gmail.com Phone number: (315) 521-5625 Collar SN: 24h3190448rt Collar Model: 24h3190448rt Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 1880 Rt. 34B City: King Ferry State: NY Postal code: 13081 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 & H3 Contact Tips (3.5mm) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 15:17:15 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 15:30:59 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 15:31:00 UTC
Accessory Order Number-1660355 H3 Contact tips
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 15:31:02 UTC | Status: CLOSED

💬 Conversation: yI9LJKZ7RJi0tU1AJ3zUbg

Messages 3
Customers 1
Duration 2025-09-16 15:08:47 UTC to 2025-09-16 15:17:36 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 15:08:47 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx upset their collar is OOWW & would like to cancel their plan/refund Recap (When/Where/What the customer wants) Plan cancellation/refund AP; collars last heard 24 hours ago & 9/14 Went ahead and cancelled plan immediately & refunded $254.78 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 15:17:36 UTC | Status: CLOSED

💬 Conversation: uqmem1iUQLugZICH29HKLQ

Messages 5
Customers 1
Duration 2025-09-16 15:10:13 UTC to 2025-09-16 15:11:34 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 15:10:13 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 15:10:18 UTC
Added: PT5SzfGLQx6qJKX6efjzxA
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 15:10:29 UTC
Live Team Notes Serial Numbers: FW: v.03.00.05 Issue/ Need: Cx needs help to add the WR collar. Troubleshooting & Actions Taken: Helped cx to add the WR collar to the app. Explained setup and collar usage. Cx tried to minimize me and dropped the call. Follow up with setup steps. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 15:11:34 UTC | Status: CLOSED

💬 Conversation: NZOAY9KtSr6dNSzDJdCOWw

Messages 5
Customers 1
Duration 2025-09-16 15:10:21 UTC to 2025-09-16 15:30:42 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (6IUOKe2v...) | 2025-09-16 15:10:21 UTC
AGENT NOTE | Agent (1SOmeXH2...) | 2025-09-16 15:30:21 UTC
Live Team Notes Serial Numbers: 25h4220469rt FW: v.03.00.05 Issue/ Need: Collar battery is dying quickly, and it gives a correction when it shouldn't Troubleshooting & Actions Taken: Updated the fw on the collar Did a quick hard reset on the collar and advised cx to monitor the battery after allowing it to discharge Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1SOmeXH2...) | 2025-09-16 15:30:37 UTC
Added: ZKYz4UsHRG6__sFoccYiEA, SMYZ9ncRSIyKFeGsLX1pew | Removed: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (1SOmeXH2...) | 2025-09-16 15:30:42 UTC | Status: CLOSED

💬 Conversation: WtLrsUXCRp-D0Qhv7MBR7g

Messages 4
Customers 1
Duration 2025-09-16 15:10:50 UTC to 2025-09-16 15:23:52 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (fJOa20-D...) | 2025-09-16 15:10:50 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 15:21:31 UTC
Live Team Notes Serial Numbers:24h3170971rt FW:v.03.00.05 Issue/ Need: Cx has a dead unit h3 out of ww Troubleshooting & Actions Taken: cx wanted to see if he can replace the collar, adv to HC, explain how it works and sent the email. Issue resolved Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 15:23:52 UTC | Status: CLOSED

💬 Conversation: 1tlK5wu1S96wgaLJPiSenQ

Messages 3
Customers 1
Duration 2025-09-16 15:11:57 UTC to 2025-09-16 17:12:55 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (lSTe0dLA...) | 2025-09-16 15:11:57 UTC | halocollar.com
I ordered a pro case on accident. I thought it was an actual replacement collar strap. I need to return.
System/AI | 2025-09-16 15:12:37 UTC | halocollar.com
I'm sorry to hear about the mix-up with your order. Unfortunately, accessories like protective cases are non-refundable as per our return policy. However, if you have any questions or need further assistance, feel free to reach out to our support team. For future purchases, you can explore our Accessory Shop to ensure you're ordering the correct items. If you need a replacement collar strap, you can find it there as well. If there's anything else I can do for you, please let me know!
STATUS CHANGE | Unknown | 2025-09-16 17:12:55 UTC | Status: CLOSED

💬 Conversation: vQllapkfQEGXQYwS7m-rhQ

Messages 6
Customers 1
Duration 2025-09-16 15:12:40 UTC to 2025-09-16 15:29:10 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (dIcTJpfL...) | 2025-09-16 15:12:40 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 15:24:40 UTC
Added: bDcJwjoMTjeffz13hM6gAA
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 15:29:09 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Andy Chirip Email: andychirip@hotmail.com Phone Number: +12016184940 Collar SN: 24h3160449rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx's collar not holding battery charge anymore but still powers when plugged into the charger. According to AP, collar is OWW and enrolled to HC. Advised cx to upgrade collar via HC, when H5s are launched. Email cx "How to Purchase a Replacement Collar Kit Using Halo Care or Halo Protection" Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 15:29:10 UTC | Status: CLOSED

💬 Conversation: X-oIlfu4Q0epk9G1kzitXw

Messages 5
Customers 1
Duration 2025-09-16 15:13:45 UTC to 2025-09-16 16:13:15 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (OsThNhSH...) | 2025-09-16 15:13:45 UTC
AGENT NOTE | Agent (5amu5WSG...) | 2025-09-16 16:13:10 UTC
2 replacements set up last week. 25h4283035rt 25h4272504rt Live Team Notes Serial Numbers:25h4283035rt 25h4272504rt FW: Issue/ Need: wismo WR Troubleshooting & Actions Taken: friday is the 5th business day Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. Billing Team Escalation Notes Affected Serial Number: FW: Order ID: RMA Ticket #: Subscription Start Date: Reason for Escalation: Requested Action:
TOPIC CHANGE | Agent (5amu5WSG...) | 2025-09-16 16:13:13 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (5amu5WSG...) | 2025-09-16 16:13:15 UTC | Status: CLOSED

💬 Conversation: Hv0INISIQRCpvpx0sep-9Q

Messages 6
Customers 1
Duration 2025-09-16 15:14:43 UTC to 2025-09-16 15:18:51 UTC
Message Types PHONE_CALL: 2, CONVERSATION_STATUS_CHANGE: 3, CONVERSATION_NOTE: 1
PHONE_CALL | Customer (yr9EwuDa...) | 2025-09-16 15:14:43 UTC
STATUS CHANGE | Unknown | 2025-09-16 15:14:47 UTC | Status: CLOSED
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:15:11 UTC | Status: OPEN
PHONE_CALL | Agent (t75aKvM6...) | 2025-09-16 15:15:15 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 15:18:26 UTC
Auto dialer from Republican National Convention. Called back and asked to take number off of call list.
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:18:51 UTC | Status: CLOSED

💬 Conversation: ICQlFn75RgqQGfPTnct2XA

Messages 4
Customers 1
Duration 2025-09-16 15:14:53 UTC to 2025-09-16 15:15:03 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 15:14:53 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 15:14:54 UTC
Live Team Notes Serial Numbers: Na FW: NA Issue/ Need: Cx wanted update on shipping for RMA AW-20250913-45693 Troubleshooting & Actions Taken: Cx got a diag notice on sunday and verified shipping Cx was concerned that they had missed something as the bot said it was under review Was able to see order had been created in our system Let them know it should be shipping soon and to watch for tracking Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 15:15:03 UTC | Status: CLOSED

💬 Conversation: DvA2H3myQc2jHmyLZKaWgw

Messages 4
Customers 1
Duration 2025-09-16 15:15:46 UTC to 2025-09-16 15:16:29 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 15:15:46 UTC
Live Team Notes Serial Numbers:24h4371854rt FW:v.03.00.05 Issue/ Need: cx wanted to know how to add replacement collar to her account Troubleshooting & Actions Taken: Advised cx this is done in settigns under my collars Cx advised that she was having a hard time removing the screws from the strap Advised cx that if the allen key is not working she may try and use pliers Advised cx that she can return the defective unit in the box that the replacement came in Resources Used (provide details): (KB articles, Slack posts, internal docs.): How to Add a Replacement Collar to Your Account [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwgX%2F3XdUQw6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJ0aHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzEzNTQ1NzQ3MzgyMDM5LUhvdy10by1BZGQtYS1SZXBsYWNlbWVudC1Db2xsYXItdG8tWW91ci1BY2NvdW50BjsIVDoOc2VhcmNoX2lkSSIpMjFmZmI5YzgtZDRkNC00NWJkLTg3ODAtZDg5YmI0Y2NiNzAzBjsIRjoJcmFua2kIOgtsb2NhbGVJIgplbi11cwY7CFQ6CnF1ZXJ5SSIQcmVwbGFjZW1lbnQGOwhUOhJyZXN1bHRzX2NvdW50aRk%3D--9e8a8d6b77e74203c20d06a94001784b02bdc38f] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 15:16:28 UTC | Status: CLOSED
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 15:16:29 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PT5SzfGLQx6qJKX6efjzxA

💬 Conversation: jeNzKp4fRVWsVyWudissfQ

Messages 5
Customers 1
Duration 2025-09-16 15:16:01 UTC to 2025-09-16 15:23:49 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (2vC5exv4...) | 2025-09-16 15:16:01 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 15:23:37 UTC
First and Last Name: conner varner Email: connerv96@gmail.com Phone Number: 14196307241 Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The cx wants to link their collar to the account, and they are having difficulty. The cx does not have the collar with them. Next Steps: The cx will call us back. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:23:47 UTC
Added: UNYy8zJMRzuqZ0-CQlyc1Q
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:23:49 UTC | Status: CLOSED

💬 Conversation: wNyBlFSASZKQSuq5Nf2AzQ

Messages 4
Customers 1
Duration 2025-09-16 15:17:50 UTC to 2025-09-16 15:21:32 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 15:17:50 UTC
Live Team Notes Serial Numbers: 24h2010025rt (AW-534656 - added Mar 13, 2024 2:15 PM) FW: v. 02.08.11 Verifying Issue/ Need: Had a new debit card so it was not being charged, and got a message that the account was being deactivated The dog was not even there, so he was not using the collar and he completely forgot to update the card Troubleshooting & Actions Taken: Advised he would just need to update the card He said that he did but still says he does not a package Asked him to share the screen Walked him to the Restore Plan and Agree & Pay Walked him back to the App to Settings >MyCollars >Add Collar, he said it has power AP shows Battery level 1% Last Heard Jul 16, 2025 9:20 AM BT is ON The collar was added to the App, and assigned the Pet WIFI password was wrong, he had to look for it, it kept rejecting it but finally came through Sent the latest FW update to the collar 03.01.02 PROD BETA (screenshot) Explained to let it charge, then initialize it and hand-test it, etc Is my collar old? Advised of the versions following his H2+ and that he could get the latest version of the collar by signing up for Halo Care, explained how it works, etc Sending him info on the email Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 15:21:16 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, CF6_882xQ3eGEtbPbwDdWQ, UNYy8zJMRzuqZ0-CQlyc1Q, PT5SzfGLQx6qJKX6efjzxA, bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 15:21:32 UTC | Status: CLOSED

💬 Conversation: 9du9fC8DQc2r9V_60wBhWQ

Messages 5
Customers 1
Duration 2025-09-16 15:19:25 UTC to 2025-09-16 15:26:00 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (QzH1Ntrw...) | 2025-09-16 15:19:25 UTC | halocollar.com
Yet another walk that didn’t register at all because the GPS is not working. I recalibrated it yesterday as you suggested evidently that wasn’t the problem.
Customer (QzH1Ntrw...) | 2025-09-16 15:22:04 UTC | halocollar.com
Is anybody home?
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 15:25:58 UTC
Added: yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 15:26:00 UTC | Status: CLOSED

💬 Conversation: kT-TNz95T62zoASFjFzaPA

Messages 2
Customers 1
Duration 2025-09-16 15:19:34 UTC to 2025-09-16 15:20:11 UTC
Message Types CHAT_MESSAGE: 2
Customer (1Nrr_cxW...) | 2025-09-16 15:19:34 UTC | halocollar.com
the shock feature is very inconsistent so much so it's unclear if it's even working at times
System/AI | 2025-09-16 15:20:11 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: szbVysazRwihIxeQz2vjbw

Messages 4
Customers 1
Duration 2025-09-16 15:19:35 UTC to 2025-09-16 15:28:07 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 15:28:06 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 15:28:07 UTC | Status: CLOSED

💬 Conversation: zCCTRUKpQBCVacON1s3hBw

Messages 5
Customers 1
Duration 2025-09-16 15:19:48 UTC to 2025-09-16 15:28:33 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (ogILD0Ta...) | 2025-09-16 15:19:48 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 15:27:25 UTC
First and Last Name: Email: bayoublueasstchief101@yahoo.com Collar SN: 25h4175226rt Collar FW: v.03.00.05 Resources: AP Answers Recap/TS: AW-20250831-43039 Address Confirmation Next Steps: Provided address confirmation link via email Walked CX through address confirmation
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:27:32 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:28:33 UTC | Status: CLOSED

💬 Conversation: PAUbOZy2QNe4-0-hnd1WHg

Messages 7
Customers 1
Duration 2025-09-16 15:20:14 UTC to 2025-09-16 16:12:03 UTC
Message Types PHONE_CALL: 3, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (b94NU2Kn...) | 2025-09-16 15:20:14 UTC
PHONE_CALL | Agent (5amu5WSG...) | 2025-09-16 15:29:09 UTC
PHONE_CALL | Agent (5amu5WSG...) | 2025-09-16 15:36:32 UTC
AGENT NOTE | Agent (5amu5WSG...) | 2025-09-16 16:11:40 UTC
Live Team Notes Serial Numbers:25h4162376rt FW:3.1.2 Issue/ Need: 4 pups none tracking well. Tested boundaries, not consistant and delayed Troubleshooting & Actions Taken: pushed update took outside, didn't switch to LTE. Wanted wifi in all 10 acres. Deleted collars and added them w/o wifi. Now giving feedback at boundaries Resources Used (provide details): (KB articles, Slack posts, internal docs.): ap gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (5amu5WSG...) | 2025-09-16 16:11:47 UTC
Added: ZKYz4UsHRG6__sFoccYiEA, yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (5amu5WSG...) | 2025-09-16 16:12:03 UTC | Status: CLOSED

💬 Conversation: Erk29nLCTbKr4u0CzPfcqA

Messages 11
Customers 1
Duration 2025-09-16 15:20:33 UTC to 2025-09-16 18:30:16 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
Customer (Qp6skP0l...) | 2025-09-16 15:20:33 UTC | halocollar.com
My collar is essentially dead. No lights, charger is working appropriately, tried hard restart, etc. I was told (by troubleshooting in the app) to call for live support
System/AI | 2025-09-16 15:20:52 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (JR141b-t...) | 2025-09-16 15:21:36 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 15:40:11 UTC
First and Last Name: Aaron Mueller Email: mueller.acm@gmail.com Phone Number: 15079935226 Collar SN: 22h2195508rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The cx says the collar is dead, no lights. Next Steps: Guide the cx on the dead unit TS instructions. Guide the cx on how to upgrade their collar. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:40:27 UTC
Added: PT5SzfGLQx6qJKX6efjzxA
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 15:40:31 UTC | Status: CLOSED
Customer (JR141b-t...) | 2025-09-16 16:29:04 UTC | halocollar.com
How do I change my account password?
STATUS CHANGE | Customer (JR141b-t...) | 2025-09-16 16:29:04 UTC | Status: OPEN
System/AI | 2025-09-16 16:29:41 UTC | halocollar.com
Hey there! Changing your account password is easy. You can do it through the Halo website or the app. On the Website: Go to the Halo website and tap Log In. Tap Forgot Password. Enter your email and tap Send Recovery Link. Check your email and open the reset link to create a new password. In the App: Open the Halo App and tap Log In. Tap Forgot Password? Enter your email and request the recovery link. Open the email, reset your password, and tap Submit. Just a quick tip: Make sure your new password includes at least 8 characters, 1 lowercase letter, 1 uppercase letter, and 1 number or special character. Let me know if you need any more help!
STATUS CHANGE | Unknown | 2025-09-16 18:30:16 UTC | Status: CLOSED

💬 Conversation: 7TFIqNrwQgmq3HrK5pdKPw

Messages 7
Customers 1
Duration 2025-09-16 15:21:15 UTC to 2025-09-16 15:58:34 UTC
Message Types EMAIL: 3, CONVERSATION_STATUS_CHANGE: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Customer (PVPzwxNC...) | 2025-09-16 15:21:15 UTC | Status: OPEN
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 15:25:06 UTC
Manager Request Notes Customer Information Serial Number: 25h4200306rt Firmware Version: na Order Number: na Why is this being escalated? (What happened?) Cx's second time with an HC issue, he expects an exception, as well as wants upper management to review. Threatening 1 star review if we don't comply with his request. What is the customer requesting? CX wants the collar shipped to FL and then they will ship to Uruguay They want the value declared to $150 so they don't have to pay customs extra taxes What has already been done with the customer? (Previous steps taken?) Brandon notified via Lindsey that we can't do this Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone number: Email address: juampasilvera@gmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:25:16 UTC
Added: saLO9gP2TMeodivhS46y8Q | Removed: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 15:58:34 UTC | Status: CLOSED

💬 Conversation: bChfEoD2RfijUu-u4gNzuQ

Messages 6
Customers 1
Duration 2025-09-16 15:22:08 UTC to 2025-09-16 16:01:53 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (YumuZHIE...) | 2025-09-16 15:24:45 UTC
Added: aXlAlFSOSpCQh-gy6D9WcQ
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 15:25:07 UTC | Status: CLOSED
STATUS CHANGE | Customer (dFAR47Fv...) | 2025-09-16 15:31:30 UTC | Status: OPEN

💬 Conversation: Bih_86IoQHC8fSXoMp2U1w

Messages 5
Customers 1
Duration 2025-09-16 15:22:40 UTC to 2025-09-16 17:24:03 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (MbcC5if6...) | 2025-09-16 15:22:40 UTC | halocollar.com
Ummmmmm
System/AI | 2025-09-16 15:22:58 UTC | halocollar.com
Hi Stacy! How can I assist you with your Halo Collar today? Whether you have questions about functionality, setup, or anything else, I'm here to help.
Customer (MbcC5if6...) | 2025-09-16 15:23:09 UTC | halocollar.com
sorry. Need to return a collar. How can I do that?
System/AI | 2025-09-16 15:23:35 UTC | halocollar.com
Hi there! To return your Halo Collar, please make sure it was purchased directly from www.halocollar.com and is not damaged. You'll need a Return Merchandise Authorization (RMA) and must return it within 90 days of receipt. Start by visiting this link and clicking "Submit a Return for Refund." Follow the steps, including entering your order number and purchase email. You'll receive an email with a pre-paid shipping label. Please note, a $25 return fee applies, and original shipping costs are non-refundable.
STATUS CHANGE | Unknown | 2025-09-16 17:24:03 UTC | Status: CLOSED

💬 Conversation: MENpQNTsRmqaTv2yubikrg

Messages 4
Customers 1
Duration 2025-09-16 15:23:12 UTC to 2025-09-16 15:23:33 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:23:12 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:23:13 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:23:33 UTC | Status: CLOSED

💬 Conversation: Y7wRjOkFTBqdRCUmCCgpdQ

Messages 5
Customers 1
Duration 2025-09-16 15:23:29 UTC to 2025-09-16 15:24:26 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 15:23:29 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, MlIsYsoXS1qWWFbZys35mg
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 15:23:34 UTC
Added: OeTzDXf5Qt2378nYRu_ilw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 15:23:34 UTC
Live Team Notes Serial Numbers: 24h4492390rt FW: v.03.00.05 Issue/ Need: Cx has received issues with collar not connecting in one area of fence to wifi/lte Troubleshooting & Actions Taken: Pushed up to date fw, collar was outdated Informed cx to hand test collar after update Cx will send screen recordings to Dog Park to forward to CET if update does not correct issue Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Tier 1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 15:24:26 UTC | Status: CLOSED

💬 Conversation: 9ZEHLETARF-p7iGBw8nrPg

Messages 3
Customers 1
Duration 2025-09-16 15:23:41 UTC to 2025-09-16 15:28:23 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (PyJBAN8t...) | 2025-09-16 15:23:41 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 15:28:03 UTC
Live Team Notes Serial Numbers: NA FW:NA Issue/ Need: Cx wanted to return the collar bought from amazon Troubleshooting & Actions Taken: explain it has to be through amazon support for the refunds Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap, kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 15:28:23 UTC | Status: CLOSED

💬 Conversation: wAxRdVM8T8ux1ydnYi5KRA

Messages 3
Customers 1
Duration 2025-09-16 15:23:42 UTC to 2025-09-16 15:23:55 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (KshEi1Yy...) | 2025-09-16 15:23:52 UTC
Added: Vc4PMz7yTqecSVPaJlmbZQ
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 15:23:55 UTC | Status: CLOSED

💬 Conversation: r1SzNn9FQ-K0f_Yj3IoDUQ

Messages 4
Customers 1
Duration 2025-09-16 15:23:56 UTC to 2025-09-16 15:24:17 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:23:56 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:23:56 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:24:17 UTC | Status: CLOSED

💬 Conversation: 6n--A-XaTVGmNf3VCSr4FQ

Messages 4
Customers 1
Duration 2025-09-16 15:24:30 UTC to 2025-09-16 15:28:15 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:24:30 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:24:30 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:28:15 UTC | Status: CLOSED

💬 Conversation: 9L4TabnASKCRDDcENiCFLw

Messages 8
Customers 1
Duration 2025-09-16 15:24:30 UTC to 2025-09-16 18:33:26 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3, PHONE_CALL: 1, EMAIL: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 15:24:30 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 15:37:52 UTC
Live Team Notes Serial Numbers: 24h3200390rt - Callie FW: 03.01.02 PRODBETA Issue/ Need: Redeem HC Issues Troubleshooting & Actions Taken: The customer is not getting the "add to cart button when she tries on phone or computer Had the customer send in a screenshot The customer has tried multiple devices Reached out to Slack Support Confirmed phone number, will call the customer back after follow-up Resources Used (provide details): (KB articles, Slack posts, internal docs.): Halocollar.com [http://Halocollar.com] Personal device Slack Support [https://halocollarworkspace.slack.com/archives/C03JKV1S5C5/p1758036769964629] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 15:38:25 UTC | Status: CLOSED
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:03:42 UTC | Status: OPEN
PHONE_CALL | Agent (CgaCndIh...) | 2025-09-16 18:03:45 UTC
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 18:29:35 UTC
Intermediate Notes Issue/ Need: Redeem HC Issues Previous Steps:(previous interactions) The customer is not getting the "add to cart button when she tries on phone or computer Had the customer send in a screenshot The customer has tried multiple devices Reached out to Slack Support Confirmed phone number, will call the customer back after follow-up Recap/TS: (current interaction) Called the customer at 14135197784 as she preferred Attempted to redeem HC online, but changed the deactivation time to "immediately" Confirmed a color was selected However, "Add to Cart" was not an option Requested an OTAC The same thing occurred when I attempted from my computer Reached out to the lead (Ashley) Lead is sent this up to Softeq The customer asked how long this would take Advised I'm unclear of an exact time and could not guarantee a time, but many issues are solved within 48 hours Resources: (Articles, Slack Threads, Docs) Admin Lead Next Steps: Waiting for Softeq follow-up Will reach out to the customer by phone if any information is resolved
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:33:26 UTC | Status: CLOSED

💬 Conversation: jUYTvB5cRwaeWq_x2emfuQ

Messages 16
Customers 1
Duration 2025-09-16 15:26:12 UTC to 2025-09-16 18:37:21 UTC
Message Types PHONE_CALL: 2, CONVERSATION_NOTE: 4, EMAIL: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 5
PHONE_CALL | Customer (v4hXDnQL...) | 2025-09-16 15:26:12 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 15:32:13 UTC
Live Team Notes Serial Numbers: 25h4271161rt FW: 3.01.02 Issue/ Need: Battery life issues Troubleshooting & Actions Taken: Cx said they've gone thru the TS, draining the battery and waited 5 hrs before charging FW is updated yesterday Cx said after the collar was fully charged, it said 20 hrs on their app and then after 4 hrs, it went to 11 hrs left Said this is their 2nd replacement collar Started last week or so, cx noticed that it's draining faster than it should Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, gladly notes, TS for T1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 15:35:06 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4271161rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Battery life issue Date & Time of Occurrence: Cx said it happened in the last week or so Is the Issue Reproducible? (Yes/No – If Yes, include steps): n/a Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Y Cx had went thru the TS steps of draining the battery and waited 5 hrs before charging, Monitored for 48 hrs at least and still the battery of the collar is draining faster than it should Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Screenshots: (Yes/No) System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 15:35:27 UTC
Added: C601BWVnSViGn9DDMDr6WQ
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 15:35:30 UTC | Status: CLOSED
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 17:19:34 UTC | Status: OPEN
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 17:19:36 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Bo's (25h4271161rt) Recap (When/Where/What the customer wants) Battery life issues Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Sending cx wr confirmation macro Optional Additional Info: Unit has excessive brout resets The battery has reset too many times The collar has excessive LTE init fails Collar is failing to connect to the LTE modem LTE socket err is 142 on 9/14 and 201 on 9/13 Unit is not saving gps data 9/14 Unit needs to be replaced Predicted battery life shows a sharp decline to 20.2 hours over the last 3 days
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 17:20:17 UTC | Status: CLOSED
STATUS CHANGE | Customer (v4hXDnQL...) | 2025-09-16 18:28:01 UTC | Status: OPEN
PHONE_CALL | Customer (v4hXDnQL...) | 2025-09-16 18:28:01 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 18:36:24 UTC
Live Team Notes Serial Numbers: 25h4271161rt FW: v.03.01.02 PRODBETA Issue/ Need: cx called to find out if she could put the collar onher pup while the CET evaluates her collar Troubleshooting & Actions Taken: advised cx that per email from CET an hour ago Bo's Collar will need to be replaced and started the replacement process on behalf of cx and advised that the collar will be deactivated once this process is started Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, Gladly, Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 18:37:17 UTC
Added: WprjYFTuRsSlVmqirbejqg, N_yHDZizTl2ll1otDSOr9Q | Removed: C601BWVnSViGn9DDMDr6WQ
STATUS CHANGE | Agent (WoybUALE...) | 2025-09-16 18:37:21 UTC | Status: CLOSED

💬 Conversation: tFVRrVOXQHuqWHE1B6_zhA

Messages 6
Customers 1
Duration 2025-09-16 15:26:58 UTC to 2025-09-16 15:37:56 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (88wicckU...) | 2025-09-16 15:26:58 UTC | halocollar.com
I need to cancel one collar due to it got wet and stopped working
System/AI | 2025-09-16 15:27:42 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 15:37:48 UTC
Live Team Notes Serial Numbers:23h2163158rt FW:v.01.21.06 Issue/ Need: Needing to change amount of collars on account Troubleshooting & Actions Taken: Walked Cx through removing collar from account Cx saw HC and HP options Sent HC/HP email Cx will discuss w/ spouse Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 15:37:55 UTC
Added: bDcJwjoMTjeffz13hM6gAA, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 15:37:56 UTC | Status: CLOSED

💬 Conversation: yOcjAkCkRRGzvy8zsN24sA

Messages 5
Customers 1
Duration 2025-09-16 15:27:15 UTC to 2025-09-16 15:34:22 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (hHsV7zi_...) | 2025-09-16 15:27:15 UTC
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 15:33:46 UTC
Live Team Notes Serial Numbers:25h4249442rt FW:v.03.00.05 Issue/ Need: one dog passed away, return Troubleshooting & Actions Taken: still within window, returned the collar on behalf of cx, confirmed cx received the label. Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YC_UAXeV...) | 2025-09-16 15:34:22 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 15:34:22 UTC | Status: CLOSED

💬 Conversation: QOw3ORJBQYiQamGANSEj5g

Messages 4
Customers 1
Duration 2025-09-16 15:27:17 UTC to 2025-09-16 15:27:41 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 15:27:17 UTC
Live Team Notes Serial Numbers: 25h4308873rt FW:v.03.00.05 Issue/ Need: Questions about setting up a fence Troubleshooting & Actions Taken: Answered questions for fence placement Explained the feedback options Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 15:27:38 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 15:27:41 UTC | Status: CLOSED

💬 Conversation: xS-8MA7XSN2I2Xz9QhU2sw

Messages 3
Customers 1
Duration 2025-09-16 15:27:23 UTC to 2025-09-16 17:28:05 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (DtDUC7Eh...) | 2025-09-16 15:27:23 UTC | halocollar.com
Clyde's collar isn't tracking when he goes outdoors. I'm connected and can whistle him but it's not tracking his location
System/AI | 2025-09-16 15:27:48 UTC | halocollar.com
Hi there! To resolve the tracking issue, try reinitializing the GPS. Take Clyde's collar outside to an open area away from buildings and trees. Keep it still until the GPS light changes to blinking green (Halo 4) or blue (Halo 3/older). Gently shake the collar to trigger motion sensors and update its location in the app. Make sure the collar is charged and connected to Wi-Fi or cellular for optimal performance. If problems persist, check for any GPS initialization notifications in the Halo App and consider running diagnostics from the Collar Settings. Let me know if you need further assistance!
STATUS CHANGE | Unknown | 2025-09-16 17:28:05 UTC | Status: CLOSED

💬 Conversation: uVNKo54JTUSdjYw-SHow_g

Messages 9
Customers 1
Duration 2025-09-16 15:27:45 UTC to 2025-09-16 15:59:52 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (vIhes7db...) | 2025-09-16 15:27:45 UTC | halocollar.com
Can I call a live agent?
System/AI | 2025-09-16 15:27:55 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (vIhes7db...) | 2025-09-16 15:28:51 UTC | halocollar.com
Can I speak to a live agent?
System/AI | 2025-09-16 15:29:06 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (Wa248x1J...) | 2025-09-16 15:30:39 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 15:59:26 UTC
Live Team Notes Serial Numbers: 25h4274549rt FW: v.03.01.02 PRODBETA Issue/ Need: cx wanted to set up the fence and edit feedback settings Troubleshooting & Actions Taken: edited the fence and feedback settings , hand tested the collar its working. The cx is having hard time with the training of the dog as the dog doesnt turn around so I suggested the cx to change the feedback setting and do practice with the dog daily Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (gJyogQbb...) | 2025-09-16 15:59:51 UTC
Added: g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 15:59:52 UTC | Status: CLOSED

💬 Conversation: T4KkNbbESXKtfIu202-BJA

Messages 6
Customers 1
Duration 2025-09-16 15:28:41 UTC to 2025-09-16 15:48:28 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:28:41 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:28:49 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:48:28 UTC | Status: CLOSED

💬 Conversation: SRpHQjAuRQ-X1yGNUF--eA

Messages 5
Customers 1
Duration 2025-09-16 15:29:20 UTC to 2025-09-16 15:35:51 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 15:29:20 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 15:35:39 UTC
Live Team Notes Serial Numbers: 25h4304219rt FW: v.03.00.05 Issue/ Need: Mag adapter is not working according to cx Troubleshooting & Actions Taken: Sending new mag adapter to cx Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Order #1660357 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 15:35:45 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 15:35:51 UTC | Status: CLOSED

💬 Conversation: _SLsROxRQQuzBHserxntpA

Messages 3
Customers 1
Duration 2025-09-16 15:31:16 UTC to 2025-09-16 15:31:18 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (KshEi1Yy...) | 2025-09-16 15:31:16 UTC
Added: Vc4PMz7yTqecSVPaJlmbZQ
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 15:31:18 UTC | Status: CLOSED

💬 Conversation: Cc-IZ6VTSQmbe6oXRFkzVw

Messages 4
Customers 1
Duration 2025-09-16 15:33:20 UTC to 2025-09-16 15:33:43 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:33:20 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:33:20 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:33:43 UTC | Status: CLOSED

💬 Conversation: IuOmQmCdTgeb9mWIr6f9wQ

Messages 3
Customers 1
Duration 2025-09-16 15:33:49 UTC to 2025-09-16 17:34:17 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (C6QwjUYS...) | 2025-09-16 15:33:49 UTC | halocollar.com
Yes, hi, I ordered the halo collar for my dog. But unfortunately, I need to return them. I’ve actually never even really use them.
System/AI | 2025-09-16 15:34:16 UTC | halocollar.com
Hi there! To return your unused Halo Collar, please make sure it was purchased directly from our website and is not damaged. You need to request a Return Merchandise Authorization (RMA) within 90 days of receiving it. Please note, a $25 return fee applies, and original shipping costs are non-refundable. To start the return process, visit this link and submit a return request. Just follow the instructions provided to complete everything. If you need any more help, feel free to reach out to our support team. We’re here to assist you!
STATUS CHANGE | Unknown | 2025-09-16 17:34:17 UTC | Status: CLOSED

💬 Conversation: g0GyIu13RpOaQ0UISBY0Cg

Messages 4
Customers 1
Duration 2025-09-16 15:33:57 UTC to 2025-09-16 15:34:18 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:33:57 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:33:58 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:34:18 UTC | Status: CLOSED

💬 Conversation: Nzk0pr5LQReICHx-rrYnNA

Messages 2
Customers 1
Duration 2025-09-16 15:34:20 UTC to 2025-09-16 15:34:25 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 15:34:25 UTC | Status: CLOSED

💬 Conversation: S6OjepEWSsWEmPcqFE_-Vw

Messages 6
Customers 1
Duration 2025-09-16 15:34:31 UTC to 2025-09-16 20:14:23 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:34:31 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:34:31 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:37:49 UTC | Status: CLOSED
STATUS CHANGE | Customer (TO4E1sPz...) | 2025-09-16 20:14:23 UTC | Status: OPEN

💬 Conversation: lQPYI5OeQsOPr2myfKbB-g

Messages 3
Customers 1
Duration 2025-09-16 15:34:44 UTC to 2025-09-16 15:36:38 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:36:32 UTC
Added: VMJV3XpQT36TjMPwkXkCJw, lE0X_KncQI6vMmRGK1vGrA
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:36:38 UTC | Status: CLOSED

💬 Conversation: ZIZH9Z9pSCC6gmkBNzY6OQ

Messages 5
Customers 1
Duration 2025-09-16 15:34:49 UTC to 2025-09-16 17:36:24 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (SkkHMULb...) | 2025-09-16 15:34:49 UTC | halocollar.com
Hello, looking at your system and was wondering about puppies. We have a 12 week old lab.
System/AI | 2025-09-16 15:35:15 UTC | halocollar.com
Hi there! The Halo Collar is perfect for dogs of all sizes, including puppies that weigh at least 20 lbs. Your 12-week-old lab should definitely benefit from our safety and training features. Make sure the collar fits comfortably as your pup grows. If you have any more questions or need help, just let me know!
Customer (SkkHMULb...) | 2025-09-16 15:35:50 UTC | halocollar.com
thank you
System/AI | 2025-09-16 15:36:07 UTC | halocollar.com
You're welcome! If you have any more questions in the future, feel free to reach out. Have a great day with your lab! 🐾
STATUS CHANGE | Unknown | 2025-09-16 17:36:24 UTC | Status: CLOSED

💬 Conversation: P_pxzxQsRNWl6FpsBhTmig

Messages 9
Customers 1
Duration 2025-09-16 15:35:32 UTC to 2025-09-16 18:23:25 UTC
Message Types CONVERSATION_NOTE: 4, EMAIL: 2, TOPIC_CHANGE: 1, PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 15:35:32 UTC
Manager Request Notes Customer Information Serial Number: 25h4312437rt Firmware Version: v.03.00.05 Order Number: AW-20250831-43079 Why is this being escalated? (What happened?) Customer is angry due to not getting a call from a member of Manager request that he had scheduled What is the customer requesting? To receive a call as scheduled by previous manager What has already been done with the customer? (Previous steps taken?) CET escalation, Manager escalation, scheduled call with Marissa Macintyre, no call came through according to the customer. Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone) Phone number: 816-217-2711 Email address: dwboyd2011@gmail.com Please do not promise a time frame for a response.
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 15:40:31 UTC
Live Team Notes Serial Numbers: 25h4312437rt FW: v.03.00.05 Issue/ Need: Customer is angry due to not getting a call from a member of Manager request that he had scheduled Troubleshooting & Actions Taken: Escalate to Manager Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KiK-0-RR...) | 2025-09-16 15:41:04 UTC
Added: fyFFNohUSm2oIvCfe9HM0A, 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (KshEi1Yy...) | 2025-09-16 18:11:07 UTC
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 18:21:10 UTC
Intermediate Notes Issue/ Need: The cx requested to be downgraded to h3 for their h4 rep Previous Steps:(previous interactions) The cx was demanding h3 as their rep They have been through 4 h4s and currently have 2 older h3s that are working just fine Sent call link and informed the cx we could not downgrade their rep as the order had already made it to NS. Recap/TS: (current interaction) Cold called the cx due to them saying they scheduled a call (they did not) Informed the cx that while we can't downgrade their collar at this time, I would leave a note in their file that stated if it happened again, we could make an exception and send h3 as rep. The cx was happy with this. The cx says it is a service dog (Knucklehead) and it's imperative they have a collar he can trust. Resources: (Articles, Slack Threads, Docs) Gladly, AP Next Steps: If the cx has another H4 collar failure, please send H3 as their REP.
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 18:23:24 UTC
Forgot to add: Someone informed the CX of H4 internal manufacturing issues.
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 18:23:25 UTC | Status: CLOSED

💬 Conversation: KFkBK258RJyqWw961JYeqg

Messages 4
Customers 1
Duration 2025-09-16 15:38:04 UTC to 2025-09-16 15:46:52 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:38:04 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:38:05 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:46:52 UTC | Status: CLOSED

💬 Conversation: c_t_A0vQRGqpVcPtBGbo0A

Messages 5
Customers 1
Duration 2025-09-16 15:39:17 UTC to 2025-09-16 15:45:24 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (KRpbEGJC...) | 2025-09-16 15:39:17 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 15:45:18 UTC
First and Last Name: Warren Walton Email: dropped.jag@gmail.com Collar SN: 25h4200565rt Collar FW: v.03.00.05 Resources: AP Answer Recap/TS: AW-20250915-45899 Address confirmation Next Steps: Provided address confirmation link via email Walked CX through address confirmation
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:45:22 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 15:45:24 UTC | Status: CLOSED

💬 Conversation: B0QoHb4eRpSm11onVfZxpw

Messages 7
Customers 1
Duration 2025-09-16 15:40:31 UTC to 2025-09-16 15:52:01 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (kSURk65i...) | 2025-09-16 15:40:31 UTC
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 15:49:09 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Annie Black Email: pblack458@aol.com Phone number: +12082507799 Collar SN: 25h4163916rt, 25h4163861r Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 14303 Descanso Dr City: Perris State: CA Postal code: 92570 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! Two H4 Charging Kits For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why". Cx had lost both chargers at their old location after moving.
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 15:49:54 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 15:51:24 UTC
Accessory Order Number-1660361 2x h4 charging kits
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 15:52:01 UTC | Status: CLOSED

💬 Conversation: -tsLE5AlTjWEaDRrHUuBCw

Messages 5
Customers 1
Duration 2025-09-16 15:41:59 UTC to 2025-09-16 17:43:28 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (ZbYcKcVR...) | 2025-09-16 15:41:59 UTC | halocollar.com
My dog collar
System/AI | 2025-09-16 15:42:35 UTC | halocollar.com
Hi there! Could you please provide more details about your Halo dog collar issue? Whether it's a question about setup, features, or a specific problem, I'm here to help! If your concern is about pairing, cleaning, or troubleshooting, let me know, and I can provide specific guidance. For issues like replacement parts or battery life, I can also assist with those. Feel free to elaborate on the problem you're experiencing so I can offer the best support possible.
Customer (ZbYcKcVR...) | 2025-09-16 15:42:45 UTC | halocollar.com
My dog collar has very poor signal and hardly ever connects while he’s out. It hasn’t done this is the past
System/AI | 2025-09-16 15:43:10 UTC | halocollar.com
Hi there! Poor GPS signal can be due to several factors. Firstly, ensure your dog's collar is properly fitted, as good contact improves signal reception. Try initializing the GPS by taking the collar outside to an open area, away from buildings or heavy tree cover, and hold it still until the GPS light turns green. This helps re-establish a strong satellite connection. If the problem persists, keep your collar charged and connected to Wi-Fi overnight for software updates and optimized GPS performance. Let me know if you need more help!
STATUS CHANGE | Unknown | 2025-09-16 17:43:28 UTC | Status: CLOSED

💬 Conversation: YCZsg2r5TUCCMIzmu8ak5A

Messages 5
Customers 1
Duration 2025-09-16 15:43:42 UTC to 2025-09-16 17:45:29 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (pl8vmSqZ...) | 2025-09-16 15:43:42 UTC | halocollar.com
can a halo collar fit a 4 pound dog
System/AI | 2025-09-16 15:44:16 UTC | halocollar.com
The Halo Collar is recommended for dogs weighing at least 10 pounds. For a 4-pound dog, the collar may be too bulky and uncomfortable, and it might not fit properly. It's best to wait until your dog reaches the minimum weight requirement for a proper fit and comfort. If you have any more questions or need further assistance, feel free to ask!
Customer (pl8vmSqZ...) | 2025-09-16 15:44:31 UTC | halocollar.com
ok
System/AI | 2025-09-16 15:44:51 UTC | halocollar.com
Thank you for reaching out! If you have any more questions, feel free to ask anytime. Have a great day! 😊
STATUS CHANGE | Unknown | 2025-09-16 17:45:29 UTC | Status: CLOSED

💬 Conversation: ESww6at7Tzun1MPckG7fDA

Messages 5
Customers 1
Duration 2025-09-16 15:45:53 UTC to 2025-09-16 15:46:09 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 15:45:53 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 15:45:54 UTC
Live Team Notes Serial Numbers: 25h4344240rt FW: v.03.01.02 Issue/ Need: Cx just wanted to confirm how to return malfunctioned collar Troubleshooting & Actions Taken: Informed cx to remove strap/case Return shipping label, package Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 15:46:04 UTC
Added: WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 15:46:09 UTC | Status: CLOSED

💬 Conversation: _ScI_1mYT2i-Oel8pr2rqw

Messages 4
Customers 1
Duration 2025-09-16 15:46:00 UTC to 2025-09-16 15:46:18 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 15:46:00 UTC
Live Team Notes Serial Numbers: 24h4402251rt FW:v.03.00.05 Issue/ Need: Customer called to check tracking info for warranty collar Informed customer that the collar has not shipped yet Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 15:46:17 UTC
Added: dG-IjZuyRaaSTewLvto6tw, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 15:46:18 UTC | Status: CLOSED

💬 Conversation: IOeLbrOJSp6aWBHC2tWHQw

Messages 5
Customers 1
Duration 2025-09-16 15:48:49 UTC to 2025-09-16 16:00:25 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 15:57:26 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx responded to email about payment failure Membership was cancelled due to no payment Recap (When/Where/What the customer wants) Unable to locate accout with email address qfxmgjn2xc@privaterelay.appleid.com Is This Resolved/Follow-Up Required? Asking cx what email address account is under If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 16:00:22 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 16:00:23 UTC
Cx responded to under email address braydrew20@icloud.com https://halocollar.us-1.gladly.com/customer/5oV-jYLdQwm_PBH1prkqPg/conversation/_WC8eaHjR168KtIW7fEY0g [https://halocollar.us-1.gladly.com/customer/5oV-jYLdQwm_PBH1prkqPg/conversation/_WC8eaHjR168KtIW7fEY0g] Closing ticket
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 16:00:25 UTC | Status: CLOSED

💬 Conversation: uWB0-h-RRlqKcRTRNihJ4Q

Messages 4
Customers 1
Duration 2025-09-16 15:48:52 UTC to 2025-09-16 15:50:53 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:48:52 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:48:53 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:50:53 UTC | Status: CLOSED

💬 Conversation: xh76QEXrQTSp5bO9RgbLCQ

Messages 4
Customers 1
Duration 2025-09-16 15:49:53 UTC to 2025-09-16 17:18:54 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
STATUS CHANGE | Customer (C-zNhUr4...) | 2025-09-16 15:49:53 UTC | Status: OPEN
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 17:18:54 UTC | Status: CLOSED

💬 Conversation: Ae_YK2H_TZSso9gt6Iv2Wg

Messages 2
Customers 1
Duration 2025-09-16 15:50:57 UTC to 2025-09-16 15:51:10 UTC
Message Types CHAT_MESSAGE: 2
Customer (gTIf8nSj...) | 2025-09-16 15:50:57 UTC | halocollar.com
I have lost a collar and it is now dead, so I cannot send any signals. Is there any way to send a signal?
System/AI | 2025-09-16 15:51:10 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: T8rNtyDLRQ26l-AuS_b8ww

Messages 10
Customers 1
Duration 2025-09-16 15:51:06 UTC to 2025-09-16 20:07:25 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 4, CONVERSATION_STATUS_CHANGE: 4
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:51:06 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:51:06 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:51:28 UTC | Status: CLOSED
STATUS CHANGE | Customer (PbtNZLEJ...) | 2025-09-16 17:45:42 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:06:03 UTC | Status: CLOSED
STATUS CHANGE | Customer (PbtNZLEJ...) | 2025-09-16 20:07:25 UTC | Status: OPEN

💬 Conversation: wTI8TyA7Rueolfit6aoLJw

Messages 4
Customers 1
Duration 2025-09-16 15:51:41 UTC to 2025-09-16 15:53:09 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:51:41 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:51:42 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:53:09 UTC | Status: CLOSED

💬 Conversation: _WC8eaHjR168KtIW7fEY0g

Messages 4
Customers 1
Duration 2025-09-16 15:53:19 UTC to 2025-09-16 15:54:05 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 15:53:19 UTC
Live Team Notes Serial Numbers: 22h2321246rt FW: v.02.06.00 Issue/ Need: Wanting to reactivate collar Troubleshooting & Actions Taken: Adv he needs to go online to do this- reinstate account Cx states hes tried but its not doing anything Call got disconnected Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 15:54:05 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw, bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 15:54:05 UTC | Status: CLOSED

💬 Conversation: ST-j9GGeTfqK1PRpjk8avw

Messages 4
Customers 1
Duration 2025-09-16 15:53:26 UTC to 2025-09-16 15:55:32 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:53:26 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:53:27 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:55:32 UTC | Status: CLOSED

💬 Conversation: M7J_GKDiTb2pZi8mDJrg1A

Messages 3
Customers 1
Duration 2025-09-16 15:54:15 UTC to 2025-09-16 17:57:41 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 17:57:41 UTC | Status: CLOSED

💬 Conversation: LMsLOuE1SxqZqIpmaVqT1g

Messages 2
Customers 1
Duration 2025-09-16 15:54:18 UTC to 2025-09-16 15:54:32 UTC
Message Types CHAT_MESSAGE: 2
Customer (m-Gth4le...) | 2025-09-16 15:54:18 UTC | halocollar.com
Why did I only get a partial refund?
System/AI | 2025-09-16 15:54:32 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: Otqxtry4T7ez-lsAI7h71w

Messages 10
Customers 1
Duration 2025-09-16 15:55:03 UTC to 2025-09-16 16:41:05 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (X1yM4NRG...) | 2025-09-16 15:55:03 UTC
TOPIC CHANGE | Agent (6ow_I6yX...) | 2025-09-16 16:04:03 UTC
Added: jwlJ3FbQTW2nPlHkhIkBIA
AGENT NOTE | Agent (6ow_I6yX...) | 2025-09-16 16:04:13 UTC
First and Last Name: Catherine Conrad Email: catcobb93@gmail.com Collar SN: 25h4100875rt Collar FW: v.02.08.11 Resources: AP Recap/TS: CX states her collar hasn't charged in a few weeks. CX was sent a new charging kit Collar has been on the charger all night and has not charged Next Steps: AP shows last heard Aug 13, 2025 12:58 PM @ 0% battery CX did dead unit TS with another agent. CX states they did another HR after receiving the new charging kit. No LED's and no vibrate during HR CX's Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4100875rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Dead unit Date & Time of Occurrence: 8/13 - 9/16 Is the Issue Reproducible? (Yes/No – If Yes, include steps): Yes. Dead unit TS New charging accessories Additional notes about the issue: Collar is currently on the charger using the new charging accessories. No LED. No vibration during HR. Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Dead unit Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) n Screenshots: (Yes/No) n System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) n App Logs (App issues): (Yes/No) n
STATUS CHANGE | Agent (6ow_I6yX...) | 2025-09-16 16:04:20 UTC | Status: CLOSED
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 16:23:17 UTC | Status: OPEN
AGENT NOTE | Agent (-LDMlkjl...) | 2025-09-16 16:39:17 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) 25h4100875rt - Willow Dead unit Recap (When/Where/What the customer wants) Collar is currently on the charger using the new charging accessories. No LED. No vibration during HR. AP shows last heard Aug 13, 2025 12:58 PM @ 0% battery CX did dead unit TS with another agent. CX states they did another HR after receiving the new charging kit. No LED's and no vibrate during HR Is This Resolved/Follow-Up Required? If Follow Up Is Required (What/When) Optional Additional Info: Last heard Aug 13, 2025 with 0% charge WB diagnostic data reports battery failure starting 8/12 Collar needs to be replaced
AGENT NOTE | Agent (-LDMlkjl...) | 2025-09-16 16:39:53 UTC
Pet name is Foxy, not Willow
STATUS CHANGE | Agent (-LDMlkjl...) | 2025-09-16 16:41:05 UTC | Status: CLOSED

💬 Conversation: yQLiZql0QbeUkf9qBG6AyQ

Messages 4
Customers 1
Duration 2025-09-16 15:55:09 UTC to 2025-09-16 17:12:58 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 15:55:09 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, bDcJwjoMTjeffz13hM6gAA
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 17:12:04 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants refund of annual sub plan Recap (When/Where/What the customer wants) Per AP no collars linked to account Unknown retailer on AP Cx cancelled plan on 9/16, sub start 8/11 Refunding sub plan to cx Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Email to cx on refund status Optional Additional Info:
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 17:12:58 UTC | Status: CLOSED

💬 Conversation: uvTGWkarTXqsNrJ4cCNQOw

Messages 5
Customers 1
Duration 2025-09-16 15:55:20 UTC to 2025-09-16 15:58:04 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (WnnJ5spb...) | 2025-09-16 15:55:20 UTC
Live Team Notes4 Serial Numbers:24h3100504rt FW: v.02.08.11 Issue/ Need: failure to connect to call Troubleshooting & Actions Taken: Failed connection waited 2 min for customer to join Sending FTC Macro Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (WnnJ5spb...) | 2025-09-16 15:57:14 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (WnnJ5spb...) | 2025-09-16 15:57:53 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (WnnJ5spb...) | 2025-09-16 15:58:04 UTC | Status: CLOSED

💬 Conversation: JnVbIyGmS8-q4eoYNeS_NA

Messages 2
Customers 1
Duration 2025-09-16 15:55:27 UTC to 2025-09-16 15:56:14 UTC
Message Types CHAT_MESSAGE: 2
Customer (HSa7xg9b...) | 2025-09-16 15:55:27 UTC | halocollar.com
I just bought a halo call for my dog and the battery only lasts a few hours
System/AI | 2025-09-16 15:56:14 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: DwLsXBCISzOoGafPASk29w

Messages 11
Customers 1
Duration 2025-09-16 15:55:58 UTC to 2025-09-16 22:03:26 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 5, CONVERSATION_STATUS_CHANGE: 4
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:55:58 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:55:59 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:57:12 UTC | Status: CLOSED
STATUS CHANGE | Customer (GWGxcO2y...) | 2025-09-16 16:21:34 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:52:04 UTC | Status: CLOSED
STATUS CHANGE | Customer (GWGxcO2y...) | 2025-09-16 21:11:36 UTC | Status: OPEN

💬 Conversation: K5CqXpwkRtikAo_L-B734Q

Messages 8
Customers 1
Duration 2025-09-16 15:57:14 UTC to 2025-09-16 18:04:11 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 2, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (FC6xaTpp...) | 2025-09-16 15:57:14 UTC
AGENT NOTE | Agent (qssY5KY8...) | 2025-09-16 16:02:40 UTC
Live Team Notes Serial Numbers: 25h4283710rt FW:v.03.00.05 Issue/ Need: Customer stated that he recieved a partial refund on the account he removed the collar and canceled the pack plan effective today, would like a further explanation Troubleshooting & Actions Taken: Escalated Billing / RMA Resources Used (provide details): KB, ZD, AP, Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qssY5KY8...) | 2025-09-16 16:02:51 UTC
Added: bDcJwjoMTjeffz13hM6gAA, jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 18:02:35 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx is requesting info on why he only received a partial refund Recap (When/Where/What the customer wants) RMA #Q5Z5HQP0 was resolved 9/16. Cx was refunded for order# 1643153 -$530.44 to Paypal Cx also cancelled plan and refund already initiated 9/16 No action needed- advising cx on withholding amounts per refund policy Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Sending email to cx on withholding/ shipping fee Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 18:04:10 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 18:04:11 UTC | Status: CLOSED

💬 Conversation: 8BTsow1KQoSLuMXnVtw3BQ

Messages 8
Customers 1
Duration 2025-09-16 15:57:26 UTC to 2025-09-16 17:59:46 UTC
Message Types CHAT_MESSAGE: 7, CONVERSATION_STATUS_CHANGE: 1
Customer (mRhY9pVa...) | 2025-09-16 15:57:26 UTC | halocollar.com
HI.
Customer (mRhY9pVa...) | 2025-09-16 15:57:26 UTC | halocollar.com
Hi
Customer (mRhY9pVa...) | 2025-09-16 15:57:41 UTC | halocollar.com
I need a new magnetic piece to charge my collar
System/AI | 2025-09-16 15:57:43 UTC | halocollar.com
Hi there! How can I help you with your Halo Collar today? If you have any questions or need support, just let me know!
System/AI | 2025-09-16 15:58:16 UTC | halocollar.com
You can purchase a new magnetic charger adapter for your Halo Collar from our Accessory Shop on the Halo website. Make sure to select the correct adapter for your specific collar model to ensure compatibility. If you have any other questions or need further assistance, feel free to ask!
Customer (mRhY9pVa...) | 2025-09-16 15:58:35 UTC | halocollar.com
Is there a way just to get the magnetic piece?
System/AI | 2025-09-16 15:59:11 UTC | halocollar.com
Hi there! Unfortunately, the magnetic charging adapter is only available as part of the complete charging kit and can't be purchased separately. You can check out the full set in our Accessory Shop. If you're having trouble with your charger, our support team might be able to help. Just let me know if you need more assistance!
STATUS CHANGE | Unknown | 2025-09-16 17:59:46 UTC | Status: CLOSED

💬 Conversation: gDS9qfjnRtqK4gK2qvwFDw

Messages 4
Customers 1
Duration 2025-09-16 15:57:51 UTC to 2025-09-16 15:58:13 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:57:51 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:57:51 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:58:13 UTC | Status: CLOSED

💬 Conversation: ajTbPNUGRp2UNXz5oS3XoA

Messages 4
Customers 1
Duration 2025-09-16 15:58:24 UTC to 2025-09-16 15:59:08 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 15:58:24 UTC
First and Last Name: Drew Bray Email: braydrew20@icloud.com Other contact info if possible: Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 15:58:52 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 15:59:08 UTC | Status: CLOSED

💬 Conversation: lVl7789RSSW7XlIXmWN5BA

Messages 4
Customers 1
Duration 2025-09-16 15:58:27 UTC to 2025-09-16 15:58:47 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:58:27 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:58:28 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:58:47 UTC | Status: CLOSED

💬 Conversation: 2P3o_xwvRIylA2vPbMryow

Messages 4
Customers 1
Duration 2025-09-16 15:59:00 UTC to 2025-09-16 16:04:44 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 15:59:00 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 15:59:01 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:04:44 UTC | Status: CLOSED

💬 Conversation: SuCxPyWlQkOFYBdaEHfuHg

Messages 5
Customers 1
Duration 2025-09-16 15:59:24 UTC to 2025-09-16 18:02:54 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (94Yv2urw...) | 2025-09-16 15:59:24 UTC | halocollar.com
will the dog be confused why we can go through the front area in walk mode when its usually a boundary?
System/AI | 2025-09-16 15:59:50 UTC | halocollar.com
Dogs are generally adaptable and can learn to differentiate between different modes of operation, like walk mode and boundary mode. In walk mode, the collar is designed to allow your dog to move freely with you, even through areas that are usually set as boundaries. Training and consistency in using the Halo Collar's features will help your dog understand the difference. If you have any concerns, reinforcing training with positive reinforcement can be beneficial.
Customer (94Yv2urw...) | 2025-09-16 16:01:36 UTC | halocollar.com
so its more about the dog responding to the boundary feedback wherever they encounter it then memorizing where the lines are?
System/AI | 2025-09-16 16:02:01 UTC | halocollar.com
That's right! Dogs learn to respond to the Halo Collar's boundary feedback instead of memorizing exact boundary locations. The collar's feedback, which can be customized as sounds, vibrations, or static pulses, guides your dog to stay within safe zones. By consistently using the feedback, your dog will understand where they shouldn't go, regardless of physical boundary lines. This adaptability is a key feature of the Halo system, promoting your dog's safety and training wherever you go.
STATUS CHANGE | Unknown | 2025-09-16 18:02:54 UTC | Status: CLOSED

💬 Conversation: FWQz_HX_QgC0kI9ff2SA7g

Messages 3
Customers 1
Duration 2025-09-16 15:59:36 UTC to 2025-09-16 16:00:02 UTC
Message Types CHAT_MESSAGE: 3
Customer (gywWQm9I...) | 2025-09-16 15:59:36 UTC | halocollar.com
Hello I paid 575 for a collar that I returned in perfect condition and I was only refunded 530. Can you explain why?
Customer (gywWQm9I...) | 2025-09-16 15:59:48 UTC | halocollar.com
Order #1653458
System/AI | 2025-09-16 16:00:02 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: kFYOwqFvSF6YtSAnHD8fSA

Messages 7
Customers 1
Duration 2025-09-16 15:59:49 UTC to 2025-09-16 18:51:59 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (agm7kycq...) | 2025-09-16 15:59:49 UTC | halocollar.com
I received an email saying my collar has been upgraded to halo 5. Trying to determine if it’s real
System/AI | 2025-09-16 16:00:42 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 18:51:31 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX was concerned about the email they received upgrading their order to an H5 Recap (When/Where/What the customer wants) Ensured them the email was legit and they were being upgraded Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 18:51:58 UTC
Added: w4-N2LKvQhW0agGKylANbg, PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 18:51:59 UTC | Status: CLOSED

💬 Conversation: Z8IfHIlvTJuLaS-obNkqog

Messages 2
Customers 1
Duration 2025-09-16 16:00:23 UTC to 2025-09-16 16:00:38 UTC
Message Types CHAT_MESSAGE: 2
Customer (3iaKZ4qg...) | 2025-09-16 16:00:23 UTC | halocollar.com
I called and talked to someone last week about callor not shocking. he updated it and it still is not working correctly
System/AI | 2025-09-16 16:00:38 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: n2BHLFWoQLiA2lyrfzTV1w

Messages 5
Customers 1
Duration 2025-09-16 16:00:39 UTC to 2025-09-16 17:24:05 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 17:23:45 UTC
First and Last Name: Susanna Van Norman Email: scvan05@gmail.com Other contact info if possible: Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 17:24:05 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 17:24:05 UTC | Status: CLOSED

💬 Conversation: fVwM2Jh4TietYq6iVzu-tA

Messages 5
Customers 1
Duration 2025-09-16 16:01:34 UTC to 2025-09-16 18:07:58 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (uUjuWB3w...) | 2025-09-16 16:01:34 UTC | halocollar.com
My dogs collar is a month old and the battery seems to go dead after a few hours
System/AI | 2025-09-16 16:02:02 UTC | halocollar.com
I'm sorry to hear about the battery issue with your Halo Collar. To recalibrate the battery, try this: plug the collar into the charger, hold the power button for 15 seconds, then release. Let it fully discharge, rest it for 5 hours, and then charge it uninterrupted to 100%. Monitor the battery life for 48 hours. If the issue persists, please contact our support team for further assistance.
Customer (uUjuWB3w...) | 2025-09-16 16:07:13 UTC | halocollar.com
Ok
System/AI | 2025-09-16 16:07:53 UTC | halocollar.com
If you have any more questions or need further assistance, feel free to reach out. We're here to help! 😊
STATUS CHANGE | Unknown | 2025-09-16 18:07:58 UTC | Status: CLOSED

💬 Conversation: UPrIYEVYSXianS36n1JU8w

Messages 7
Customers 1
Duration 2025-09-16 16:01:43 UTC to 2025-09-16 18:34:53 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (KshEi1Yy...) | 2025-09-16 16:01:51 UTC
Added: Vc4PMz7yTqecSVPaJlmbZQ
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 16:01:52 UTC | Status: CLOSED
STATUS CHANGE | Customer (DrTWQ7WG...) | 2025-09-16 17:23:20 UTC | Status: OPEN
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 18:34:53 UTC | Status: CLOSED

💬 Conversation: WzygfFfpThW2xAGAWu2zwQ

Messages 5
Customers 1
Duration 2025-09-16 16:01:55 UTC to 2025-09-16 16:08:32 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 16:01:55 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 16:02:32 UTC
Added: Z3qy_B6uR8CPWZWZA-uJWg
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 16:02:36 UTC
Live Team Notes Serial Numbers: 25h4090697rt FW: v.03.01.02 PRODBETA Issue/ Need: Gps in accurate ; while on walk showed pet at home Troubleshooting & Actions Taken: First we updated the cx's FW; cx got a bit upset that it didn't go automatically. Explained to cx we can process the FW update as the collar is charging and connected to WIFI Next we moved on the the collar's orientation on the pup Directed cx to go on their pet card to check the collar's orientation and make sure its correct and facing the sky Cx stated he didn't know how to go back to the pet card; directed cx to look for "more" icon or "three little dots" on his screen . Cx cannot locate the minimize option at all to bring us back to the pet card Cx stated he will update app and return for more assistance Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 16:08:32 UTC | Status: CLOSED

💬 Conversation: InwuMDuhQO-khZgFsAmsWg

Messages 3
Customers 1
Duration 2025-09-16 16:02:03 UTC to 2025-09-16 16:02:19 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 16:02:03 UTC | Status: OPEN
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 16:02:19 UTC | Status: CLOSED

💬 Conversation: yHwyo4rCQwOmlv42J-07qg

Messages 2
Customers 1
Duration 2025-09-16 16:03:58 UTC to 2025-09-16 16:04:00 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (YumuZHIE...) | 2025-09-16 16:03:58 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (YumuZHIE...) | 2025-09-16 16:04:00 UTC | Status: CLOSED

💬 Conversation: U-BU2lIkS-eFwMI1qWOkXQ

Messages 2
Customers 1
Duration 2025-09-16 16:04:09 UTC to 2025-09-16 16:04:11 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:04:11 UTC | Status: CLOSED

💬 Conversation: plq3S8ikT8qvF3qmdYa-Nw

Messages 14
Customers 1
Duration 2025-09-16 16:04:25 UTC to 2025-09-16 22:00:50 UTC
Message Types CHAT_MESSAGE: 12, CONVERSATION_STATUS_CHANGE: 2
Customer (K_SYYuwT...) | 2025-09-16 16:04:25 UTC | halocollar.com
HALO 5 does not work like HALO 2+
System/AI | 2025-09-16 16:05:01 UTC | halocollar.com
I'm sorry you're experiencing issues with your Halo 5. While both models aim to provide top-notch safety and training, the features and technology might vary slightly. Could you please specify what functions aren't working as expected? This will allow us to assist you more effectively.
Customer (K_SYYuwT...) | 2025-09-16 16:07:12 UTC | halocollar.com
I have yet to see a location where my dog is... she is always shown as "last known location" and is grayed out. The previous Halo showed her location, roaming all around the property.
System/AI | 2025-09-16 16:07:55 UTC | halocollar.com
Hi there! It sounds like your Halo 5 collar might need a GPS initialization. This can happen after updates or if the collar has been off for a while. To get it set up, take the collar outside to an open area, away from buildings and trees, and keep it still until the GPS light turns green. Giving it a gentle shake can also help update its location in the app. Make sure the collar is charged and connected to Wi-Fi for the best performance. If you're still having trouble, feel free to reach out to our support team for more help.
Customer (K_SYYuwT...) | 2025-09-16 16:08:50 UTC | halocollar.com
i will try to reinitialize.
System/AI | 2025-09-16 16:09:12 UTC | halocollar.com
Great choice, Marcy! Reinitializing the GPS often resolves these location display issues. If you need any more help during the process, don’t hesitate to reach out to us. We're happy to assist you anytime!
Customer (K_SYYuwT...) | 2025-09-16 16:09:57 UTC | halocollar.com
But the collar is never connected to WiFi when the collar is outside ! Is this a new requirement?
System/AI | 2025-09-16 16:10:39 UTC | halocollar.com
Hi there! The Halo Collar doesn't need a constant Wi-Fi connection when it's outside. It uses GPS to track your dog's location and maintain virtual fences, so it works independently of Wi-Fi or cellular data. Wi-Fi is mainly used for updating the collar and syncing data. If your collar is showing "last known location," it might need GPS initialization or there could be a connectivity issue. Once it's initialized, it should give you accurate, real-time location updates without needing Wi-Fi access outdoors.
Customer (K_SYYuwT...) | 2025-09-16 16:11:26 UTC | halocollar.com
ok. Thanks.
System/AI | 2025-09-16 16:11:46 UTC | halocollar.com
You're welcome, Marcy! If you have any more questions or need further assistance, feel free to reach out. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 18:11:59 UTC | Status: CLOSED
Customer (K_SYYuwT...) | 2025-09-16 22:00:14 UTC | halocollar.com
I've tried for most of the day to calibrate this Halo collar... no green light ever. Once every so often I see a short RED blink. Apparently this collar is defective--I've not seen a green light since I received it and replaced my old faithful Halo 2+ with it. Right now I'm wishing I had not accepted the courtesy upgrade, because I cannot go back to my old setup can I ?
STATUS CHANGE | Customer (K_SYYuwT...) | 2025-09-16 22:00:14 UTC | Status: OPEN
System/AI | 2025-09-16 22:00:50 UTC | halocollar.com
Hi there! I'm sorry to hear about the issues with your Halo collar. The red blink usually means there's a weak GPS signal or the collar needs setup. Please make sure your collar is fully charged using a USB-C cable and a compatible adapter, and try a hard reset by holding the power button for 15 seconds while plugged in. If these steps don't fix the issue, it might be a defective unit. Unfortunately, once a collar is deactivated, it can't be reactivated, so going back to your old setup isn't possible. Please reach out to our support team for further assistance or replacement options. For more detailed troubleshooting, check out our Battery and Charging Resource.

💬 Conversation: _9qgxBNUQqG0vw9uIx_yjQ

Messages 2
Customers 1
Duration 2025-09-16 16:06:09 UTC to 2025-09-16 16:06:53 UTC
Message Types CHAT_MESSAGE: 2
Customer (RLrtr9Jk...) | 2025-09-16 16:06:09 UTC | halocollar.com
Can this cover 15 acres?
System/AI | 2025-09-16 16:06:53 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: RL-7RbNTQM6I-8RQaKOFeA

Messages 10
Customers 1
Duration 2025-09-16 16:06:36 UTC to 2025-09-16 18:14:38 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 3, EMAIL: 3, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (CN5fLRpo...) | 2025-09-16 16:06:36 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 16:11:15 UTC
Added: bDcJwjoMTjeffz13hM6gAA
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 16:18:19 UTC
Billing Team Escalation Notes Affected Serial Number: 22h2010595rt FW: Order ID: RMA Ticket #: Subscription Start Date: Dec 9, 2023 Reason for Escalation: Cx wants to cancel sub due to their dog being deceased. Cx unable to login into account to cancel sub due to Apple Private Relay email masking, preventing cx from getting password reset email. Requested Action: Cancel sub for cx.
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 16:19:00 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 18:09:59 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants to cancel sub due to dog passing and unable to do so on the website Recap (When/Where/What the customer wants) Per stripe account is showing active Collar no longer linked to account Collar removed from account on March 2025 Cancelling monthly silver sub immediately for cx Is This Resolved/Follow-Up Required? Y- sub cancelled If Follow Up Is Required (What/When) Sending email to cx on sub cancellation Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 18:14:37 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 18:14:38 UTC | Status: CLOSED

💬 Conversation: cSxBpNNST9igLSPsnvZj9w

Messages 4
Customers 1
Duration 2025-09-16 16:06:44 UTC to 2025-09-16 16:07:13 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 16:06:44 UTC
Live Team Notes Serial Numbers: NA FW: NA Issue/ Need: Cx had pre-order questions Troubleshooting & Actions Taken: Cx wanted to know more about how the collars worked if there was not cell service Cx states they live in an area that does not always have service Let them know that the collars will still send feedback off at the fence line but they may not get the live notification Walked with cx through some general collar info and how the app and collar connect They also wanted to know the return policy Provided the return info and fees Also talked through possible damage as pups are 6 months old Cx is going to look into buying 2 collars for their pups Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 16:06:53 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 16:07:13 UTC | Status: CLOSED

💬 Conversation: yaqx-5j_S0iUS3cnkv293g

Messages 4
Customers 1
Duration 2025-09-16 16:08:20 UTC to 2025-09-16 18:09:58 UTC
Message Types CHAT_MESSAGE: 3, CONVERSATION_STATUS_CHANGE: 1
Customer (lRZBeScs...) | 2025-09-16 16:08:20 UTC | halocollar.com
Th collar is falling g apart
Customer (lRZBeScs...) | 2025-09-16 16:08:53 UTC | halocollar.com
A prong fell off while it was on him, the screw fell out of the piece that holds the belt part in. The dog barely wears it
System/AI | 2025-09-16 16:09:50 UTC | halocollar.com
I'm sorry to hear about the issues with your collar. If the screws or clips holding your Halo Collar have fallen out or broken, please contact our live support team. They can assist you in obtaining the necessary replacement parts to fix your collar. For immediate assistance, you can also explore purchasing replacement parts, such as screws or clips, through our Accessory Shop. If you need further help, feel free to reach out to our support team for more personalized assistance.
STATUS CHANGE | Unknown | 2025-09-16 18:09:58 UTC | Status: CLOSED

💬 Conversation: OOEBaR1AQW2mUl1rqXZGgA

Messages 6
Customers 1
Duration 2025-09-16 16:09:06 UTC to 2025-09-16 16:12:17 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 16:09:06 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 16:09:17 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 16:09:22 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Jason Bacon Email: jsnbcn12312@gmail.com Phone number: 9045573832 Collar SN: 25h4244490rt Collar Model: Halo 4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 12511 Remler Dr. W. City: Jacksonville State: FL Postal code: 32233 Country: US What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Strap Kit( Strap with tools to adjust) Midnight Blue For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 16:12:15 UTC
Accessory Order Number-1660369
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 16:12:17 UTC | Status: CLOSED

💬 Conversation: 7CPwJ-ZPRL-27Fyj-yxTSQ

Messages 5
Customers 1
Duration 2025-09-16 16:10:17 UTC to 2025-09-16 16:15:10 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 16:10:17 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 16:14:44 UTC
Live Team Notes Serial Numbers: 25h4161215rt FW: N/A Issue/ Need: WISMO - WR Troubleshooting & Actions Taken: AW-20250908-44622 FedEx Tracking Number: 393225354345 [https://www.fedex.com/fedextrack/?trknbr=393225354345&trkqual=2460934000~393225354345~FX] Scheduled to deliver: 9/17/25 Resources Used (provide details): (KB articles, Slack posts, internal docs.): FedEx Tracking CS Tracker Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 16:15:09 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 16:15:10 UTC | Status: CLOSED

💬 Conversation: 0ONmTnetR6WTBluVo_KiaA

Messages 4
Customers 1
Duration 2025-09-16 16:10:44 UTC to 2025-09-16 16:11:35 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 16:10:44 UTC
Live Team Notesret Serial Numbers: n/a FW: n/a Issue/ Need: cx advised that he doesn't have much time to complete training and would like to know if his collars are eligible for return Troubleshooting & Actions Taken: Order was placed back in July; advised cx that he has 90 days to return for a refund Cx wanted to know more about the collar and how it works Explained to cx the benefits and functions of the collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): How to Return Your Halo Collar for a Refund [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwiXmkEBAwQ6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJvaHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzQ0MTA5NTI0ODk2MjMtSG93LXRvLVJldHVybi1Zb3VyLUhhbG8tQ29sbGFyLWZvci1hLVJlZnVuZAY7CFQ6DnNlYXJjaF9pZEkiKTQ0NDlhNGQ4LTQwNWYtNDAxMy05MDA4LTc2NjU1NTgzOTI4YgY7CEY6CXJhbmtpCToLbG9jYWxlSSIKZW4tdXMGOwhUOgpxdWVyeUkiDHJldHVybiAGOwhUOhJyZXN1bHRzX2NvdW50aSg%3D--d57da01b5e846d9855d76e81abf7b16e1fd9cff6] Return Policy Details [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwjua8fUUwA6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJYaHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzM2MDA1MjEyNDY1NC1SZXR1cm4tUG9saWN5LURldGFpbHMGOwhUOg5zZWFyY2hfaWRJIik0NDQ5YTRkOC00MDVmLTQwMTMtOTAwOC03NjY1NTU4MzkyOGIGOwhGOglyYW5raQc6C2xvY2FsZUkiCmVuLXVzBjsIVDoKcXVlcnlJIgxyZXR1cm4gBjsIVDoScmVzdWx0c19jb3VudGko--022e91b469ad14749ae1e3af2b17f464e6623c84] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 16:11:29 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 16:11:35 UTC | Status: CLOSED

💬 Conversation: xL6Xps76SJqgMoZ32IKSLQ

Messages 2
Customers 1
Duration 2025-09-16 16:11:06 UTC to 2025-09-16 16:11:20 UTC
Message Types CHAT_MESSAGE: 2
Customer (9g-8C-o2...) | 2025-09-16 16:11:06 UTC | halocollar.com
Live assistance
System/AI | 2025-09-16 16:11:20 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: ffSe9gQ1SN2jBUsU4SWhOQ

Messages 3
Customers 1
Duration 2025-09-16 16:12:48 UTC to 2025-09-16 18:14:00 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (H3q5tDel...) | 2025-09-16 16:12:48 UTC | halocollar.com
Hi there! I would love to order a collar for our Malinois! We already use an e-collar, and it looks like this would replace it- if we get the beacon like we already do now....If Im thinking of trying the Gold lever Pack service, would the 50% discount kick in for that order? Or would I need to wait and make a second one?
System/AI | 2025-09-16 16:13:34 UTC | halocollar.com
Hi there! The Gold Pack service gives you a 50% discount on accessories like beacons, straps, cases, and charging equipment. This discount will automatically apply at checkout when you're logged into your Halo Account. For your first collar order, any active discounts or promotions will be visible on our website. If you don't see a current promotion, you might need to place a separate order to enjoy the Gold Pack benefits. Joining our mailing list can also keep you updated on promotions. For more details, feel free to access your account on the Halo website.
STATUS CHANGE | Unknown | 2025-09-16 18:14:00 UTC | Status: CLOSED

💬 Conversation: DAQZXDSKRgih2icybdeoWA

Messages 9
Customers 1
Duration 2025-09-16 16:13:28 UTC to 2025-09-16 16:34:01 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (AlihkJyi...) | 2025-09-16 16:13:28 UTC | halocollar.com
trouble with set up
System/AI | 2025-09-16 16:13:53 UTC | halocollar.com
Hi there! I'm here to help with your Halo Collar setup. First, make sure your dog is calm before fitting the collar. For Halo Collar 4, place it around the middle of the neck, aligning the power button with the dog's ear. Ensure the contact tips avoid the throat and tighten the strap so two fingers fit between the strap and neck. If you need further assistance, please use the Halo App's Collar Orientation feature or let me know if you have specific questions!
Customer (AlihkJyi...) | 2025-09-16 16:15:45 UTC | halocollar.com
no. it's the app. I created an account but it's not letting me proceed
System/AI | 2025-09-16 16:16:24 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (ZaQggjHR...) | 2025-09-16 16:18:26 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 16:33:35 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Kathryn Krouse Email: kathryn_krouse@yahoo.com Phone Number: +17164359982 Collar SN: Collar FW: Collar Purchased From: Resources: AP Recap/TS: Cx is trying to get started using her collar. Cx does not have a plan yet. Assisted cx with getting a plan. Cx has not charged her collar so she will do that and call us back if she needs to. Next Steps: Sending email to cx
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 16:33:59 UTC
Added: UNYy8zJMRzuqZ0-CQlyc1Q
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 16:34:01 UTC | Status: CLOSED

💬 Conversation: nxC4rKbJTSSev9-quKb8lA

Messages 4
Customers 1
Duration 2025-09-16 16:13:48 UTC to 2025-09-16 16:14:21 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 16:13:48 UTC
Live Team Notes Serial Numbers: 25h4290523rt FW: v.03.00.05 Issue/ Need: Battery not holding Troubleshooting & Actions Taken: Test Charger & Cable 15-sec reset CX will complete these on own Fully Drain Battery Monitor Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP T1TSG Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 16:14:19 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 16:14:21 UTC | Status: CLOSED

💬 Conversation: mO3krXJ_T5CK1PnGB9OsBw

Messages 6
Customers 1
Duration 2025-09-16 16:14:14 UTC to 2025-09-16 16:58:02 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (26Vqa5yp...) | 2025-09-16 16:14:14 UTC
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 16:47:09 UTC
Live Team Notes Serial Numbers: 24h3221304rt FW: v.02.08.11 Issue/ Need: H3 Collar doesn't work and wants to upgrade. Warranty expired, it's been 89 days since activation. Even if within warranty, he would’ve received an H3 replacement, right? Cx has a 2-year Bronze plan since June 8, 2024, and now wants to opt into HC for 60 days. However, the system is not allowing him to choose the monthly HC plan, it's either switching the HPP to monthly or requiring him to select a 2-year HC plan. Will he still be able to cancel HC after 60 days? Troubleshooting & Actions Taken: HC 2-year billing. If the HC plan is canceled after the 60 day waiting period, remaining funds will be used as a CREDIT towards their next membership renewal. Yes, we can also offer a refund if the customer would like that instead of a credit. If they would like a refund, they need to be escalated to RMA!!! Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 16:57:41 UTC
Added: SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (R0Luxcqv...) | 2025-09-16 16:58:02 UTC | Status: CLOSED

💬 Conversation: c5sFoVPjSrSFouCAWEIRHw

Messages 9
Customers 1
Duration 2025-09-16 16:15:10 UTC to 2025-09-16 18:31:22 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 3, EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (bxn5nbWY...) | 2025-09-16 16:15:10 UTC
AGENT NOTE | Agent (AMYuZ1d7...) | 2025-09-16 16:35:38 UTC
Live Team Notes Serial Numbers: 22h2460160rt FW: N/A Issue/ Need: Cancel Subscription Troubleshooting & Actions Taken: Customer calling to receive a refund for an annual membership charge, they have not used the collar for around a year. Customer says that they had call to have their subscription cancelled around this time a year ago, and the collar was removed from their account. Customer says they were told explicitly that their membership was cancelled and says they received a refund for their membership fees up to that point. Reached out to slack and they advised cancelling the membership and escalating to rma Membership cancelled, escalating issue to billing Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly Slack Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (AMYuZ1d7...) | 2025-09-16 16:44:21 UTC
Billing Team Escalation Notes Affected Serial Number: 22h2460160rt FW: v.01.04.14 Order ID: 979671 RMA Ticket #: N/A Subscription Start Date: 9/14/24 Reason for Escalation: Customer called to cancel their membership about a year ago and was told that the membership was cancelled, and they received a refund for their membership fees up to that point. They were just charged again a couple of days ago for the renewal of the annual membership they had been told was cancelled. Requested Action: Customer would like to receive a refund for the annual membership renewal charge from a couple of days ago, as they have not used their collar in about a year.
TOPIC CHANGE | Agent (AMYuZ1d7...) | 2025-09-16 16:44:46 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 18:30:22 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx is asking for refund on annual sub plan, states they thought it was cancelled this time last year Recap (When/Where/What the customer wants) Per previous gladly interactions, cx did request a cancel of sub 09/2024, cx received a refund in stripe but acct was not cancelled AP showing sub is active Per stripe sub is still showing as active as well Cancelling sub immediately and refunding last charge Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Sending sub email for cancel/refund Optional Additional Info:
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 18:31:22 UTC | Status: CLOSED
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 18:31:22 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, BV6q0qW9QZKAbEVdca7vNQ

💬 Conversation: OOtB4GWnTtuiWuLTgfe7nA

Messages 5
Customers 1
Duration 2025-09-16 16:15:41 UTC to 2025-09-16 16:46:25 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 16:29:56 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX upgraded 2 collars with HC and says they didn't get $25 off promo Recap (When/Where/What the customer wants) Let them know it won't work with Halo Care purchased Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 16:46:22 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 16:46:25 UTC | Status: CLOSED

💬 Conversation: PInFReVoQRaMvf5pvrrvxQ

Messages 2
Customers 1
Duration 2025-09-16 16:15:42 UTC to 2025-09-16 18:17:01 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 18:17:01 UTC | Status: CLOSED

💬 Conversation: W9lPpSTcTwS-HNDH7aY86g

Messages 4
Customers 1
Duration 2025-09-16 16:16:20 UTC to 2025-09-16 16:19:58 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:16:20 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:16:20 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:19:58 UTC | Status: CLOSED

💬 Conversation: e_w9hKJKQTWXAZpVoQNQfQ

Messages 4
Customers 1
Duration 2025-09-16 16:16:25 UTC to 2025-09-16 16:16:36 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 16:16:25 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, majmLeKgRJekuZZECNBxAQ, zHerDDHSRyKoaFtPZdCcew
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 16:16:25 UTC
Live Team Notes Serial Numbers: 25h4090697rt FW: 03.01.02 Issue/ Need: Cx calls reporting Troubleshooting & Actions Taken: inside signal levels low 50, Higher than 2000 outside When trying to hand test collar is stuck in paused mode and inside, in the app tracking is active Advised in CS dept and it is stuck pet pin Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 Troubleshooting Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 16:16:36 UTC | Status: CLOSED

💬 Conversation: qyBJ56A3T7i-Iogs9zmaBQ

Messages 9
Customers 1
Duration 2025-09-16 16:16:35 UTC to 2025-09-16 21:43:19 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3, EMAIL: 1
PHONE_CALL | Customer (hJS3wN3M...) | 2025-09-16 16:16:35 UTC
TOPIC CHANGE | Agent (WCBmyO3-...) | 2025-09-16 16:21:59 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 16:22:00 UTC
Account Info Customer First and Last Name: Mike Moran Customer Email: mmike4910@gmail.com Collar Serial Number: 25h4120933rt Firmware Build: 03.00.05 Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap Cx wanted to know when the replacement collar will get there. His dog is with a friend and he's worried about his dog's safety without the collar. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?)
STATUS CHANGE | Agent (WCBmyO3-...) | 2025-09-16 16:22:01 UTC | Status: CLOSED
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:42:36 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:42:45 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 21:42:56 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:43:19 UTC | Status: CLOSED

💬 Conversation: Q9DkJ5a0T_S7QLum2vqlHA

Messages 5
Customers 1
Duration 2025-09-16 16:18:35 UTC to 2025-09-16 16:35:47 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (KPv0PIJL...) | 2025-09-16 16:18:35 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 16:35:16 UTC
First and Last Name: Donald Skillings Email: DonaldLSkillings@gmail.com Collar SN: 25h4286979rt, 25h4287473rt, 25h4287362rt Collar FW: v.02.06.05 Resources: AP Answers Recap/TS: Multiple collar settup assistance Next Steps: Walked CX through setting up 2nd and 3rd collars. Walked CX through GPS Initialization. Walked CX through how to update FW.
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 16:35:29 UTC
Added: PT5SzfGLQx6qJKX6efjzxA, xuobtcPqSGuD7uwjUFZzMQ
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 16:35:47 UTC | Status: CLOSED

💬 Conversation: yC5I5GCWT0qbbh8eyjVPwA

Messages 2
Customers 1
Duration 2025-09-16 16:19:08 UTC to 2025-09-16 16:19:48 UTC
Message Types CHAT_MESSAGE: 2
Customer (ZEVMB2To...) | 2025-09-16 16:19:08 UTC | halocollar.com
Good morning, I'm concerned on how wide of an area does the boundary detect.
System/AI | 2025-09-16 16:19:48 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: OAou6rr5TEuengLPuE8ifg

Messages 4
Customers 1
Duration 2025-09-16 16:20:14 UTC to 2025-09-16 16:23:24 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:20:14 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:20:14 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:23:24 UTC | Status: CLOSED

💬 Conversation: V3P6lyTOSveccuRqnXbWtg

Messages 5
Customers 1
Duration 2025-09-16 16:20:40 UTC to 2025-09-16 16:37:48 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (JTMRgiSo...) | 2025-09-16 16:20:40 UTC
TOPIC CHANGE | Agent (qssY5KY8...) | 2025-09-16 16:37:41 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (qssY5KY8...) | 2025-09-16 16:37:48 UTC | Status: CLOSED

💬 Conversation: glMFRfPMQ9SKVnsY4NMtBA

Messages 3
Customers 1
Duration 2025-09-16 16:20:40 UTC to 2025-09-16 18:22:05 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (VBOalulx...) | 2025-09-16 16:20:40 UTC | halocollar.com
How do I turn off the Halo 4 collar?
System/AI | 2025-09-16 16:21:20 UTC | halocollar.com
The Halo 4 collar can't be completely turned off, but you can use Low Power Mode to save battery life when it's not in use. To activate it, press and hold the power button until the collar vibrates and the battery light turns red. Release the button when the red light goes off. If you won't be using the collar for a while, Low Power Mode is a great option. For daily use, keep the collar charged and active for the best performance.
STATUS CHANGE | Unknown | 2025-09-16 18:22:05 UTC | Status: CLOSED

💬 Conversation: KPqi4Ws-T_mLIQ-YHxJTow

Messages 17
Customers 1
Duration 2025-09-16 16:20:41 UTC to 2025-09-16 17:34:00 UTC
Message Types CHAT_MESSAGE: 2, PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 5, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 5
Customer (fZNzux-S...) | 2025-09-16 16:20:41 UTC | halocollar.com
i need a refund of the membership plan. we tried the product, and returned it promptly after it shocked out dog twice indoors. we
System/AI | 2025-09-16 16:20:50 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (FLGYqcrR...) | 2025-09-16 16:23:13 UTC
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 16:26:50 UTC
Added: BV6q0qW9QZKAbEVdca7vNQ
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 16:28:55 UTC
First and Last Name: Christopher Roan Email: crroan001@gmail.com Phone: 16784675730 Serial number: no collar on file Firmware Build: no collar on file Purchased From: Amazon Recap/TS: Customer requesting refund for annual subscription for collar they returned to Amazon Resources: AP Next Steps: Customer will send documentation of return so refund request can be submitted.
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 16:28:57 UTC | Status: CLOSED
STATUS CHANGE | Customer (FLGYqcrR...) | 2025-09-16 16:35:25 UTC | Status: OPEN
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 16:39:50 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) cx not using collar at this time collar returned to Amazon Recap (When/Where/What the customer wants) cx requesting to cancel membership plan refunded $101.90 Action Taken To Date (What has been completed) cancelled plan Customer Notified (Y/ N)? Y Is This Resolved/Follow-Up Required? n/a If Follow Up Is Required (What/When) advising of cancellation and refund Optional Additional Info: n/a Alternate Refunds Team ONLY Note Used by: Live Agent and Alternate Refunds Team When to use: Only when processing an approved alternate refund. Must complete “Live” Note
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 16:42:44 UTC | Status: CLOSED
STATUS CHANGE | Customer (FLGYqcrR...) | 2025-09-16 17:30:42 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 17:33:58 UTC
First and Last Name: Christopher Roan Email: crroan001@gmail.com Phone Number: 16784675730 Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The previous agent assisted the cx with their subscription refund. The cx says thank you. Next Steps: Send the cx a follow-up email. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 17:34:00 UTC | Status: CLOSED

💬 Conversation: 5R8yT1aRQ0K-KnuciR9WWQ

Messages 15
Customers 1
Duration 2025-09-16 16:20:46 UTC to 2025-09-16 17:15:50 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 2, EMAIL: 2, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 2
Customer (BMtgKS_-...) | 2025-09-16 16:20:46 UTC | halocollar.com
Good morning, we received a warranty replacement a few weeks ago and we are experiencing the same issue with the collar not charging.
System/AI | 2025-09-16 16:21:34 UTC | halocollar.com
I'm sorry to hear you're having charging issues with your replacement collar. Let's try a few steps to resolve this: Check Power Source: Use the original USB-C cable and charging block. Make sure the collar isn't connected to a computer. Inspect Charging Port: Gently clean the gold pins with a Q-tip and rubbing alcohol. Perform a Hard Reset: Keep the collar plugged in for 5 minutes, hold the power button for 15 seconds, then release. If the problem continues, please reach out to our live support for more help. They can assist you with the warranty process if necessary.
Customer (BMtgKS_-...) | 2025-09-16 16:23:06 UTC | halocollar.com
We tried all the above. The light is green when on the charger but as soon as we remove the charger it goes dead.
System/AI | 2025-09-16 16:23:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (BMtgKS_-...) | 2025-09-16 16:24:12 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 16:29:32 UTC
First and Last Name: Sharon Koshiol Email: gskoshiol@outlook.com Phone Number: 17152940733 Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The cx received a replacement collar, and it is dead. The cx does not have the collar with them. Next Steps: The cx will call us back. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 16:29:51 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 16:34:43 UTC | Status: CLOSED
STATUS CHANGE | Customer (BMtgKS_-...) | 2025-09-16 16:43:15 UTC | Status: OPEN
PHONE_CALL | Customer (BMtgKS_-...) | 2025-09-16 16:43:15 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 17:08:14 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Sharon Koshiol Email: gskoshiol@outlook.com Phone Number: 17152940733 Collar SN: 24h3341986rt Collar FW: Collar Purchased From: Halo Resources: gladly, a/p Recap/TS: Cx states newly rec'vd WR collar will not chrge. WR AW-20250730-36449 Prev rep reqeusted S/N of collar. Cx provided sn. Advsd cx collar in possession is old collar that was supposed to be returned. Cx states they already sent back a collar and realized they sent back the WR collar. Esc to RMA to request approval to send another WR collar. Next Steps: snding RMA esc p/r
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 17:14:50 UTC
Billing Team Escalation Notes Affected Serial Number: 24h3341986rt FW: Order ID: RMA Ticket #: AW-20250730-36449 Subscription Start Date: Feb 25, 2022 Reason for Escalation: Cx c/i to report WR collar rec'vd is not charging. Found collar in question is old collar that was supposed to be returned. Cx states they may have gotten collars mixed up and the WR collar was returned in error. Requested Action: Please approve sending another WR collar as cx seem to have returned the WR collar instead of the affected collar.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 17:15:50 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w

💬 Conversation: 1rS-5eumSYyAJa9ohpQ7-w

Messages 2
Customers 1
Duration 2025-09-16 16:22:36 UTC to 2025-09-16 16:22:49 UTC
Message Types CHAT_MESSAGE: 2
Customer (58dTmHCp...) | 2025-09-16 16:22:36 UTC | halocollar.com
i need a refund on the membership
System/AI | 2025-09-16 16:22:49 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: ucnfsHD4Qze3cxlVZKUZbg

Messages 4
Customers 1
Duration 2025-09-16 16:23:49 UTC to 2025-09-16 16:30:55 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:23:49 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:23:49 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:30:55 UTC | Status: CLOSED

💬 Conversation: gSG1MPjBR7qE9mqzocWM_g

Messages 7
Customers 1
Duration 2025-09-16 16:24:27 UTC to 2025-09-16 16:27:19 UTC
Message Types CHAT_MESSAGE: 7
Customer (B-OK9B8D...) | 2025-09-16 16:24:27 UTC | halocollar.com
does this device work with andriod
System/AI | 2025-09-16 16:24:50 UTC | halocollar.com
Yes, the Halo Collar works with Android devices! You can download the Halo app from the Google Play Store to use it with your Android phone. If you have any more questions, feel free to ask!
Customer (B-OK9B8D...) | 2025-09-16 16:25:22 UTC | halocollar.com
is there a subscrption
System/AI | 2025-09-16 16:25:46 UTC | halocollar.com
Yes, a subscription is required to use the Halo Collar. Halo offers three membership plans: Bronze, Silver, and Gold, starting at $9.99/month. Each plan includes features like GPS tracking, custom fences, and training content. You can choose from monthly, yearly, or 2-year plans. For more details and to compare plans, visit Halo Membership Plans. If you need further assistance, feel free to ask!
Customer (B-OK9B8D...) | 2025-09-16 16:26:22 UTC | halocollar.com
does it work in heavily wooded areas up to 10 acres away?
System/AI | 2025-09-16 16:27:01 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (B-OK9B8D...) | 2025-09-16 16:27:19 UTC | halocollar.com
ty

💬 Conversation: 1PIX8TJATLqZIExTEJaDFQ

Messages 4
Customers 1
Duration 2025-09-16 16:25:56 UTC to 2025-09-16 16:31:49 UTC
Message Types CHAT_MESSAGE: 4
Customer (ra7jNk4J...) | 2025-09-16 16:25:56 UTC | halocollar.com
I would like to renew my plan
System/AI | 2025-09-16 16:26:45 UTC | halocollar.com
To renew your Halo Collar plan, simply log in to your account on the Halo website. Once you're logged in, head over to your subscription settings to renew or update your plan. If you run into any issues or need more help, feel free to reach out to our customer support team. They're always ready to assist you with your subscription needs.
Customer (ra7jNk4J...) | 2025-09-16 16:30:12 UTC | halocollar.com
I logged in but it won't let me purchase a plan
System/AI | 2025-09-16 16:31:49 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: hH9OvolNQeGs3ptOvE3Q4w

Messages 8
Customers 1
Duration 2025-09-16 16:28:15 UTC to 2025-09-16 20:29:24 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 16:28:15 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx has had two recent warranties & is requesting plan time reimbursement, new pro case, & contact tips Recap (When/Where/What the customer wants) AP; cx has had two WR 25h4330934rt is attached to the account Cx has also requested a new pro-case & contact tips Stripe; cx has 2 year bronze plan Offering cx $25 GC for plan time reimbursement for recent WRs Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Issue $25 gc if cx accepts Put in pro-cas & contact tip order once cx confirms which color they would like Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 16:33:50 UTC | Status: CLOSED
STATUS CHANGE | Customer (ctCwk8pB...) | 2025-09-16 16:47:35 UTC | Status: OPEN
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:26:05 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx reached back out stating they would like a blaze pro case & accepted $25 gc for unused membership time Recap (When/Where/What the customer wants) Cx wants blaze accessory - we are unable to send blaze accessories & cx original order was graphite Issued $25 gc in AP Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Put in ACC order for pro-case & contact tips once cx confirms other color they would like Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 20:29:24 UTC | Status: CLOSED

💬 Conversation: 2y-LxBeGT2WdJOkVsNlBfA

Messages 2
Customers 1
Duration 2025-09-16 16:30:58 UTC to 2025-09-16 16:31:36 UTC
Message Types CHAT_MESSAGE: 2
Customer (vp7Q90W6...) | 2025-09-16 16:30:58 UTC | halocollar.com
can Halo upload more recent topography for the maps
System/AI | 2025-09-16 16:31:36 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: zhmILocQTISEJPmVsgUN2g

Messages 4
Customers 1
Duration 2025-09-16 16:31:12 UTC to 2025-09-16 16:31:32 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:31:12 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:31:12 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:31:32 UTC | Status: CLOSED

💬 Conversation: sdm3tJJ0TFGjCLpDh_pQdw

Messages 10
Customers 1
Duration 2025-09-16 16:31:47 UTC to 2025-09-16 22:44:11 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 2, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3, PHONE_CALL: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:31:47 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:31:48 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:35:02 UTC | Status: CLOSED
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 22:16:56 UTC | Status: OPEN
PHONE_CALL | Agent (KshEi1Yy...) | 2025-09-16 22:16:59 UTC
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 22:34:50 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) The cx is asking for a refund on their collars and sub. Recap (When/Where/What the customer wants) The cx wants a refund for their collars. The cx explained that they have been through their dogs becoming lost numerous times over the years. Most recently, their dogs escaped and now they have a fine to pay because the cops were called. The cx says they have also dealt with unwanted feedback in safe zones. At one point, their dog Holly would no longer go outside and would pee in the home. The cx expressed being done with the collars/Halo and they are asking for a refund, especially to compensate for the ticket they received. Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Refund Holly's collar ~ 25h4174658rt 1596490 31 days OOW Investigate Bowie's collar/ask lead if this can be refunded (very old order) 24h3501003rt ~ 1065126 Refund 3 months of their membership plan. $137.88 Optional Additional Info:
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 22:44:11 UTC | Status: CLOSED

💬 Conversation: U3IgJSu5SmquuFN9CYJ68Q

Messages 3
Customers 1
Duration 2025-09-16 16:32:35 UTC to 2025-09-16 18:33:24 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (g_tuksJk...) | 2025-09-16 16:32:35 UTC | halocollar.com
My Halo account is in my name and login. How can I link my wife’s phone so she can view my dog’s info on the app as well?
System/AI | 2025-09-16 16:33:04 UTC | halocollar.com
To link your wife's phone to view your dog's info on the Halo app, simply use the same login credentials on both devices. Separate user profiles aren't supported, so anyone with the login can access the app and control settings. Please ensure your wife completes the User Training for safe and proper handling of the collar. If you have more questions, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 18:33:24 UTC | Status: CLOSED

💬 Conversation: FQ94fyG1RhOwBt4B_n4zeg

Messages 5
Customers 1
Duration 2025-09-16 16:34:09 UTC to 2025-09-16 16:35:53 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 16:35:28 UTC
Label Request Notes RMA Number from Admin Portal- AW-20250902-43345 Reason for Request- Return label not included with replacement. Accessory or Collar- Collar Customer's Shipping Address- 1771 County Road 1190 Kopperl, TX 76652 If the Shipping Address or the RMA Number is missing, we will not be able to send the label and the conversation will be sent back to you to complete
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 16:35:51 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 16:35:53 UTC | Status: CLOSED

💬 Conversation: j5cy7OtBSkWT7jqH7Qczpg

Messages 4
Customers 1
Duration 2025-09-16 16:34:26 UTC to 2025-09-16 16:40:27 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 16:34:26 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 16:39:06 UTC
Label request for old WR Tracking: 791942369337 AW-685859
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 16:40:27 UTC | Status: CLOSED

💬 Conversation: acwqT4cZTj-IZDtZjSHdgg

Messages 4
Customers 1
Duration 2025-09-16 16:34:38 UTC to 2025-09-16 16:39:48 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (9a79CN9p...) | 2025-09-16 16:34:38 UTC
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 16:39:27 UTC
Account Info Customer First and Last Name: Lori Toher Customer Email: lrhtoher@gmail.com Collar Serial Number: Firmware Build: Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap Cx was having trouble logging in but they were using the wrong email address. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?)
TOPIC CHANGE | Agent (WCBmyO3-...) | 2025-09-16 16:39:35 UTC
Added: L9jaUhpTSjKkls_YzL0tDg
STATUS CHANGE | Agent (WCBmyO3-...) | 2025-09-16 16:39:48 UTC | Status: CLOSED

💬 Conversation: ZoYqFs1rRBKWtHqCGGlTqA

Messages 6
Customers 1
Duration 2025-09-16 16:34:55 UTC to 2025-09-16 16:44:48 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Customer (xS1JUb5D...) | 2025-09-16 16:34:55 UTC | Status: OPEN
PHONE_CALL | Customer (xS1JUb5D...) | 2025-09-16 16:34:55 UTC
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 16:37:30 UTC
Removed: yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 16:44:47 UTC
First and Last Name: Tabitha Story Email: tabitha_jade@yahoo.com Phone: +19047699541 Serial number: 25h4150600rt Firmware Build: v.03.00.05 Purchased From: Halo 1582752 Recap/TS: Customer advised their GPS is not always accurate Resources: AP Next Steps: Provided fitment information- collar-collar was not situated Provided GPS TS
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 16:44:48 UTC | Status: CLOSED

💬 Conversation: E-rw3veARcGxEjOIJL0bhg

Messages 4
Customers 1
Duration 2025-09-16 16:35:15 UTC to 2025-09-16 16:37:27 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:35:15 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:35:15 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:37:27 UTC | Status: CLOSED

💬 Conversation: SUnECLhrQGay_tamJnKeWQ

Messages 12
Customers 1
Duration 2025-09-16 16:35:30 UTC to 2025-09-16 18:08:20 UTC
Message Types CHAT_MESSAGE: 2, PHONE_CALL: 1, EMAIL: 3, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
Customer (k-hZ-Gn0...) | 2025-09-16 16:35:30 UTC | halocollar.com
Need to talk to representative
System/AI | 2025-09-16 16:35:40 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (k-hZ-Gn0...) | 2025-09-16 16:41:08 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 16:53:52 UTC
Live Team Notes Serial Numbers: 25h4141194rt ; 24h4411806rt FW: 3.00.05 Issue/ Need: Collars not charging Troubleshooting & Actions Taken: Said it's been over a week that they have not used for a week Said both collars are not showing lights Gucci and collar is plugged in on the charger Cx said they one working charger for both collars Check Power Source Remove Case Test Charger & Cable - cx said they only have one charger for both collars Inspect Charging Port - cx cleaned it Hard Reset - for both collars Send charging kit for both collars per TS steps Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, T1 TS Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 16:56:48 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name:Anna Brzozowski Email:brzozowskianna@yahoo.com Phone number:+19176209502 Collar SN:25h4141194rt ; 24h4411806rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 17 Woodruff Way City: Columbia State: New Jersey Postal code: 07832 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! 2x charging kits for H4s For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 16:57:18 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 16:57:21 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 18:06:09 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 18:08:20 UTC | Status: CLOSED

💬 Conversation: rTalf4ruRMG-a7buvmyrgQ

Messages 7
Customers 1
Duration 2025-09-16 16:37:39 UTC to 2025-09-16 17:08:59 UTC
Message Types EMAIL: 4, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:06:00 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 17:08:59 UTC
First and Last Name: Leah Schmidt Email: leahlschmidt62@gmail.com Serial number: no collar on file Firmware Build: no collar on file Purchased From: unknown Recap/TS: Customer responding to AI chat that they would like to speak with a live person Resources: AP Next Steps: Providing phone number for customer support
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:08:59 UTC | Status: CLOSED

💬 Conversation: i7RDifTiTDqJyuZ2mYG8kA

Messages 4
Customers 1
Duration 2025-09-16 16:37:47 UTC to 2025-09-16 16:42:00 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:37:47 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:37:47 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:42:00 UTC | Status: CLOSED

💬 Conversation: 8p8E0x7URUCjGptyw3t8nQ

Messages 5
Customers 1
Duration 2025-09-16 16:38:20 UTC to 2025-09-16 16:51:50 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (f7eVjMBO...) | 2025-09-16 16:38:20 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 16:51:22 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Krysta Glass Email: 78andsunny@gmail.com Phone Number: +14259224194 Collar SN: 25h4131199rt, 25h4132392rt Collar FW: v.02.02.11 Collar Purchased From: Halo Resources: AP Recap/TS: Collars do not work in her location, so cx she would want to cancel her plan and then sell her collars Assisted her with cancelling and taking the collar of her account. Next Steps: Sending email to cx
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 16:51:48 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 16:51:50 UTC | Status: CLOSED

💬 Conversation: PnuAMw55TuebU1WtTFtR8g

Messages 6
Customers 1
Duration 2025-09-16 16:38:30 UTC to 2025-09-16 16:56:46 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (iE4vuW3i...) | 2025-09-16 16:38:30 UTC | halocollar.com
Checking on my return
System/AI | 2025-09-16 16:38:56 UTC | halocollar.com
To check the status of your return, make sure you have a Return Merchandise Authorization (RMA) and that your return is within the 90-day window from when you received your Halo Collar. Once we receive and inspect your return, we'll process your refund, minus a $25 return fee. For detailed steps on processing your return, you can visit our returns page. If you need further assistance, feel free to reach out to our support team.
AGENT NOTE | Agent (WnnJ5spb...) | 2025-09-16 16:55:47 UTC
Live Team Notes Serial Numbers: 25h4285989rt /25h4288699rt FW:v.03.00.05 Issue/ Need: Customer returning both collars checking status of refund Did not work the way they were wanting Troubleshooting & Actions Taken: Informed customer that we have not received them yet Sent customer the follow up email with what to expect once we receive the collars. Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (WnnJ5spb...) | 2025-09-16 16:56:34 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, lDABD6XfSDadjp6utMv7LA
STATUS CHANGE | Agent (WnnJ5spb...) | 2025-09-16 16:56:46 UTC | Status: CLOSED

💬 Conversation: eeBOyOKWRgyWAhLwcuYXJA

Messages 6
Customers 1
Duration 2025-09-16 16:40:08 UTC to 2025-09-16 16:46:16 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 16:40:08 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 16:41:03 UTC
Added: jjmywZ3VSKKjVyuw1USzJQ, Gw0dDqdqTzq781jSoMtrUA
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 16:41:07 UTC
Live Team Notes Serial Numbers: 25h4176333rt FW: v.03.01.02 PRODBETA Issue/ Need: Cx got WR collar but it showing same issues as before (pet pin says "unsafe" when indoors and feedback is paused Troubleshooting & Actions Taken: Collar worked when first obtained but went back to the same issue as before Cx tried the battery drain Hard reset Adjusted GPS thresholds Tested FBS's Hand tested verified that GPS is high outdoors but once inside is still paused No beacons are on account to prevent FB Cx has agitated and wanted the issue resolved today told cx we will have to go over some other troubleshooting steps while providing empathy to her situation cx rather get her funds back from her membership plan and collar itself told cx I will escalate to billing sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 16:45:04 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4176333rt FW: v.03.01.02 PRODBETA Order ID: AW-20250909-44890 RMA Ticket #: AW-20250909-44890 Subscription Start Date: Jul 9, 2025 8:23 AM Reason for Escalation: Cx got WR collar in the mail but it showing the same issues as before (pet pin says "unsafe" when indoors and feedback is paused Cx wants issues resolved today or a full refund on membership plan and collar itself Requested Action: full refund on membership plan and collar itself
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 16:46:16 UTC | Status: CLOSED

💬 Conversation: 68zQxvYyQbCeFBZ8Adh6_w

Messages 2
Customers 1
Duration 2025-09-16 16:41:25 UTC to 2025-09-16 16:41:37 UTC
Message Types CHAT_MESSAGE: 2
Customer (mEg6uECM...) | 2025-09-16 16:41:25 UTC | halocollar.com
One of my hall collars will not charge. I have tried all the things I was told to try still not working
System/AI | 2025-09-16 16:41:37 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: t-RPRU-zTyqoiILraZ91wQ

Messages 5
Customers 1
Duration 2025-09-16 16:42:19 UTC to 2025-09-16 16:49:07 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2, CONVERSATION_NOTE: 1
STATUS CHANGE | Customer (m9QZVws8...) | 2025-09-16 16:42:19 UTC | Status: OPEN
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 16:49:05 UTC
First and Last Name: Matt & April Altepeter Email: Mattaltepeter41@gmail.com Phone Number: +18152761534 Collar SN: 25h4152546rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Gladly Recap/TS: The previous agent assisted the cx with their accessory request. The cx says thank you. Next Steps: Send the cx a follow-up email. Submit as resolved.
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 16:49:07 UTC | Status: CLOSED

💬 Conversation: npTB9YA1Q3WqyPhg-JaiUA

Messages 4
Customers 1
Duration 2025-09-16 16:42:29 UTC to 2025-09-16 16:45:24 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 16:42:29 UTC
New return label request AW-20250720-34019 Tracking: 791942376980
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 16:45:19 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 16:45:24 UTC | Status: CLOSED

💬 Conversation: 2Dte8kAJSyG8FkrnaSdrYw

Messages 10
Customers 1
Duration 2025-09-16 16:42:42 UTC to 2025-09-16 17:04:53 UTC
Message Types PHONE_CALL: 3, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (Rd29ScyF...) | 2025-09-16 16:42:42 UTC
PHONE_CALL | Customer (Rd29ScyF...) | 2025-09-16 16:43:52 UTC
PHONE_CALL | Agent (jAlUuvEy...) | 2025-09-16 16:44:13 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 16:44:29 UTC
First and Last Name: Email: Phone Number: 19196361190 Collar SN: Collar FW: Collar Purchased From: Resources: Recap/TS: Next Steps: The call got disconnected.
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 16:44:44 UTC
I called back the cx and no answer.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 16:44:50 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 17:03:04 UTC
Added: DxZWbe1XRPCUt24NT2R11Q | Removed: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 17:04:50 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: James Tysinger Email: james.b.tysinger@gmail.com Phone Number: Collar SN: 24h4290071rt Collar FW: Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx's collar's LED not flashing but collar working & charging. According to AP, cx's collar FW is outdated. Pushed the newest FW update. Cx wants to replace a broken H3 they have. According to AP, its enrolled to HC. Advised cx to upgrade via HC to H5s when they launch. Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 17:04:53 UTC | Status: CLOSED

💬 Conversation: WKaw6AGNR9OO7NfHSKOF2Q

Messages 5
Customers 1
Duration 2025-09-16 16:43:02 UTC to 2025-09-16 16:54:20 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 16:54:12 UTC
First and Last Name: Emily Nolan Email: emilyannenolan@gmail.com Phone Number: +18437259301 Collar SN: NA Collar FW: NA Collar Purchased From: NA Resources: AP Gladly Recap/TS: The cx is checking on the status of their refund. Next Steps: Email the cx the refund timeline macro. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 16:54:17 UTC
Added: lDABD6XfSDadjp6utMv7LA
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 16:54:20 UTC | Status: CLOSED

💬 Conversation: luoVk8uqSHCD6nv4i6KP-A

Messages 5
Customers 1
Duration 2025-09-16 16:43:03 UTC to 2025-09-16 16:55:13 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 16:52:53 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) cx not using collar at this time Recap (When/Where/What the customer wants) cx requesting to cancel membership plan refunded $14.99 - Sept charge Action Taken To Date (What has been completed) cancelled plan Customer Notified (Y/ N)? Y Is This Resolved/Follow-Up Required? n/a If Follow Up Is Required (What/When) advising of cancellation and refund Optional Additional Info: n/a Alternate Refunds Team ONLY Note Used by: Live Agent and Alternate Refunds Team When to use: Only when processing an approved alternate refund. Must complete “Live” Note
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 16:55:13 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 16:55:13 UTC | Status: CLOSED

💬 Conversation: vFtG5I52Sb-iPfWWFFDHDA

Messages 8
Customers 1
Duration 2025-09-16 16:43:09 UTC to 2025-09-16 17:12:54 UTC
Message Types CHAT_MESSAGE: 3, PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (4cGixc2r...) | 2025-09-16 16:43:09 UTC | halocollar.com
where can I send this collar out for repair for charging port .
Customer (4cGixc2r...) | 2025-09-16 16:43:13 UTC | halocollar.com
System/AI | 2025-09-16 16:43:23 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (sKY3uI7I...) | 2025-09-16 16:44:52 UTC
AGENT NOTE | Agent (qssY5KY8...) | 2025-09-16 17:06:48 UTC
Live Team Notes Serial Numbers: 23h3320501rt FW: v.02.08.11 Issue/ Need: My collar port is damaged, cx does not want to use HC or HP and does not want the outreach program to escalate ended up cancelling the account Troubleshooting & Actions Taken: n/a Resources Used (provide details): RES, Gladly, ZD, AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qssY5KY8...) | 2025-09-16 17:12:53 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (qssY5KY8...) | 2025-09-16 17:12:54 UTC | Status: CLOSED

💬 Conversation: CTtJIrSfRMSDpxmfB-hsWw

Messages 3
Customers 1
Duration 2025-09-16 16:43:45 UTC to 2025-09-16 18:44:30 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (hCRFmB3X...) | 2025-09-16 16:43:45 UTC | halocollar.com
How do I change the battery in a halo collar
System/AI | 2025-09-16 16:44:09 UTC | halocollar.com
The Halo Collar has a built-in lithium-ion battery that lasts 3-5 years with normal use, and it can't be replaced by the user. To keep the battery in good shape: Charge the collar every night for 2-2.5 hours. If the battery life seems short, try recalibrating by fully discharging the collar, letting it rest for 5 hours, then fully charging it. If you still have problems, please reach out to our support team for help.
STATUS CHANGE | Unknown | 2025-09-16 18:44:30 UTC | Status: CLOSED

💬 Conversation: Hsj7B7YwRzGk6nTzMrqyHA

Messages 8
Customers 1
Duration 2025-09-16 16:43:59 UTC to 2025-09-16 17:13:29 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (DRL3eEs5...) | 2025-09-16 16:50:10 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 16:51:03 UTC
Canceled cx sub as per request
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 16:51:04 UTC | Status: CLOSED
STATUS CHANGE | Customer (t388ABd5...) | 2025-09-16 17:12:29 UTC | Status: OPEN
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 17:13:29 UTC | Status: CLOSED

💬 Conversation: -fGTEG6aQYCx1_m48exKRw

Messages 9
Customers 1
Duration 2025-09-16 16:44:04 UTC to 2025-09-16 18:49:33 UTC
Message Types CHAT_MESSAGE: 8, CONVERSATION_STATUS_CHANGE: 1
Customer (x0qfydF8...) | 2025-09-16 16:44:04 UTC | halocollar.com
why did my battery go from 35 hours to dead in 5 hours.
System/AI | 2025-09-16 16:44:33 UTC | halocollar.com
I'm sorry to hear about the battery issue with your Halo Collar. A sudden drop in battery life can be due to outdated firmware, frequent app usage, or poor LTE signal. To recalibrate the battery, try holding the power button for 15 seconds while charging, then fully discharge and recharge the collar. If the problem persists, please contact support for further assistance. Ensure your charger and cable are working properly, and clean the charging port if necessary. Let me know if you need more help!
Customer (x0qfydF8...) | 2025-09-16 16:45:20 UTC | halocollar.com
it's 2 weeks old
System/AI | 2025-09-16 16:45:46 UTC | halocollar.com
Hi there! Thanks for the update. Since your Halo Collar is just 2 weeks old, the battery performance is concerning. As a next step, I suggest performing a hard reset and recalibrating the battery as previously mentioned. If the battery issue continues, please get in touch with our support team to explore warranty options or further troubleshooting. We're here to help and will make sure to resolve this for you!
Customer (x0qfydF8...) | 2025-09-16 16:46:59 UTC | halocollar.com
if I return my device. am I given a full refund on the device as well as the subscription.
System/AI | 2025-09-16 16:47:28 UTC | halocollar.com
If you return your Halo Collar within 90 days of purchase, you can get a refund minus a $25 return fee. Please note that shipping costs are non-refundable. For subscription plans, if you cancel your membership when returning the collar, you'll be refunded for the unused portion of your subscription. Make sure to obtain a Return Merchandise Authorization (RMA) before returning. If you need more help, just let me know!
Customer (x0qfydF8...) | 2025-09-16 16:48:10 UTC | halocollar.com
who issues the Return Merchandise Authorization
System/AI | 2025-09-16 16:48:33 UTC | halocollar.com
The Return Merchandise Authorization (RMA) is issued by Halo's support team. To start the return process and obtain an RMA, use this link to submit a return request. Let me know if you need any further assistance or have questions about the process!
STATUS CHANGE | Unknown | 2025-09-16 18:49:33 UTC | Status: CLOSED

💬 Conversation: y26lD6nhRJyk2fyCOjmm1Q

Messages 4
Customers 1
Duration 2025-09-16 16:45:35 UTC to 2025-09-16 16:45:58 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 16:45:35 UTC
Live Team Notes Serial Numbers: 25h4190752rt FW: v.03.00.05 Issue/ Need: Customer needed help with replacing her collar due to a DIAGREQ error Troubleshooting & Actions Taken: Address confirmation email sent, customer needed her husband to answer the email. Left the call to have him do it Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KiK-0-RR...) | 2025-09-16 16:45:48 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (KiK-0-RR...) | 2025-09-16 16:45:58 UTC | Status: CLOSED

💬 Conversation: fIrSk5UERJiiGz214KZ95A

Messages 5
Customers 1
Duration 2025-09-16 16:46:27 UTC to 2025-09-16 16:46:58 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 16:46:27 UTC
Live Team Notes Serial Numbers: 23h3222216rt FW: v.02.08.11 Issue/ Need: Cx wants to inquire about replacement options because collar will not charge , all ts have been completed and warranty is expired Troubleshooting & Actions Taken: Informed and sending cx replacement options ands pricing info Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 16:46:28 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 76jKdDJqQKG1X52gm4kjGg
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 16:46:38 UTC
Added: 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 16:46:58 UTC | Status: CLOSED

💬 Conversation: tgddGto5Qn29x6QGS-y7cQ

Messages 4
Customers 1
Duration 2025-09-16 16:47:06 UTC to 2025-09-16 16:58:32 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 16:47:06 UTC
Added: rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 16:53:16 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx slightly outside of return window & needs assistance with submitting return request Recap (When/Where/What the customer wants) Order: 1607619 - shipped 6/5/2025 - cx is 10 days OORW Pushed return through in AS RMA LT6DWBVX Collar was never linked to cx account Stripe; cx has cancelled plan already Is This Resolved/Follow-Up Required? Resolved- sending cx return label/processing details If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 16:58:32 UTC | Status: CLOSED

💬 Conversation: Lv94vWxwTAqjvL7WpBZwwg

Messages 9
Customers 1
Duration 2025-09-16 16:48:47 UTC to 2025-09-16 17:16:02 UTC
Message Types CHAT_MESSAGE: 3, PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (nWpgxbYD...) | 2025-09-16 16:48:47 UTC | halocollar.com
My collar thinks it’s someplace else on my trip to my shop and will not change
System/AI | 2025-09-16 16:49:04 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (nWpgxbYD...) | 2025-09-16 16:50:46 UTC | halocollar.com
I also cannot get it to shut down I e tried many times
PHONE_CALL | Customer (Iyu5T8-L...) | 2025-09-16 16:51:19 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 17:15:15 UTC
Live Team Notes Serial Numbers:25h4245183rt FW:v.03.00.05 Issue/ Need: the cx has an issue with the location of the collar Troubleshooting & Actions Taken: the cx has been doing the hard reset on the collar, explain we do that for battery issues, also collar never turns off until it ran off battery,the fw is not uptodate, cx was without the charger couldnt push the update, added the collar again to the app, the gps signals with no bars, explain to adjust it manually, also sent how to update the fw, cx might call back tomorrow Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap, kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (gJyogQbb...) | 2025-09-16 17:15:37 UTC
Added: DWX7EuMeSkumrbZ8T4AUPQ, majmLeKgRJekuZZECNBxAQ
STATUS CHANGE | Agent (gJyogQbb...) | 2025-09-16 17:16:02 UTC | Status: CLOSED

💬 Conversation: 0AmM0iInS4u8rE56Dgb4SA

Messages 4
Customers 1
Duration 2025-09-16 16:49:00 UTC to 2025-09-16 16:50:28 UTC
Message Types CHAT_MESSAGE: 4
Customer (6TJV8DFr...) | 2025-09-16 16:49:00 UTC | halocollar.com
hello, I have a Halo 3. this is my second halo 3 in the matter of months that has abruptly stopped charging. I tried to reset the collar and nothing will work.
System/AI | 2025-09-16 16:49:25 UTC | halocollar.com
I'm sorry to hear about your charging issues with the Halo 3 collar. Let's try a few steps to get it working again: Check Power Source: Use a USB-C cable and charging block, not a computer. Make sure the LED lights appear on the collar. Inspect Charging Port: Clean the gold charging pins with a Q-tip and rubbing alcohol. Hard Reset: Keep the collar plugged in for 5 minutes, hold the power button for 15 seconds, then release. If these steps don't work, please contact Halo support for further assistance.
Customer (6TJV8DFr...) | 2025-09-16 16:49:46 UTC | halocollar.com
as this is my second time with the same issue, I've tried these steps.
System/AI | 2025-09-16 16:50:28 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 74qm18GNSzy-2tD_AdarTg

Messages 3
Customers 1
Duration 2025-09-16 16:49:25 UTC to 2025-09-16 18:50:34 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (MT8JmK5Z...) | 2025-09-16 16:49:25 UTC | halocollar.com
Where is the on button for my dogs collar?
System/AI | 2025-09-16 16:49:51 UTC | halocollar.com
To turn on your Halo Collar, press and release the power button. You should see a flashing battery light indicating it's active. If you have further questions or need assistance, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 18:50:34 UTC | Status: CLOSED

💬 Conversation: AxqaIrDBRP6WKBhAxABOkg

Messages 3
Customers 1
Duration 2025-09-16 16:49:27 UTC to 2025-09-16 16:52:49 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (-uWvcPn3...) | 2025-09-16 16:49:27 UTC
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 16:52:17 UTC
Account Info Customer First and Last Name: Customer Email: Collar Serial Number: Firmware Build: Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap Cx needs to update her card because it was compromized and wanted to update it over the phone. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?) Directed cx to the website to update payment information.
STATUS CHANGE | Agent (WCBmyO3-...) | 2025-09-16 16:52:49 UTC | Status: CLOSED

💬 Conversation: CZ5LKDMWQfC1MEpRPd1-jw

Messages 4
Customers 1
Duration 2025-09-16 16:52:47 UTC to 2025-09-16 16:52:57 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 16:52:47 UTC
First and Last Name: Elizabeth Kuhns Email: elizabethmiers@gmail.com Other contact info if possible: 7325895712 Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 16:52:56 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 16:52:57 UTC | Status: CLOSED

💬 Conversation: 5ri56KVtSrOCz8gCDLKynw

Messages 4
Customers 1
Duration 2025-09-16 16:52:53 UTC to 2025-09-16 16:59:42 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:52:53 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 16:52:53 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 16:59:42 UTC | Status: CLOSED

💬 Conversation: BFdr2qt9T_-7kXVuhxbcbA

Messages 4
Customers 1
Duration 2025-09-16 16:54:12 UTC to 2025-09-16 17:00:07 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (DLRjtFS2...) | 2025-09-16 16:54:12 UTC
AGENT NOTE | Agent (AMYuZ1d7...) | 2025-09-16 16:59:02 UTC
Live Team Notes Serial Numbers: 24h3341911rt | 24h3341255rt FW: v.02.08.11 Issue/ Need: Charging Issue Troubleshooting & Actions Taken: Customer called in saying they were having an issue with one of their collars' charging adapters, saying they were was an issue with the charging cord. Customer then said she had just found backup cords in the original packaging, and would try those out and call back if necessary. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (AMYuZ1d7...) | 2025-09-16 17:00:07 UTC | Status: CLOSED

💬 Conversation: amuavaMTQtOlzFF1sw00Sg

Messages 5
Customers 1
Duration 2025-09-16 16:54:34 UTC to 2025-09-16 17:00:05 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 16:54:34 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 16:54:38 UTC
Added: majmLeKgRJekuZZECNBxAQ
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 16:59:48 UTC
Live Team Notes Serial Numbers: 25h4150600rt FW: v.03.00.05 Issue/ Need: cx is having issues with feedback and tracking for the collar. Cx says it's paused in one area. The past two days, it has not been updating correctly. Troubleshooting & Actions Taken: Helped cx reset the collar plugged in for pet pin issues. Then, a hand test is conducted outside for accuracy. Now the collar is tracking correctly and moving on the map. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 17:00:05 UTC | Status: CLOSED

💬 Conversation: 97fgfQeTQMqPeeFAl9kWtA

Messages 4
Customers 1
Duration 2025-09-16 16:54:38 UTC to 2025-09-16 16:54:47 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 16:54:38 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 16:54:39 UTC
First and Last Name: Elizabeth Kuhns Email: elizabethmiers@gmail.com Other contact info if possible: 7325895712 Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 16:54:47 UTC | Status: CLOSED

💬 Conversation: SDijwXVmRROm_joWNZCnMQ

Messages 11
Customers 1
Duration 2025-09-16 16:54:51 UTC to 2025-09-16 21:50:34 UTC
Message Types TOPIC_CHANGE: 3, PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 16:54:51 UTC
Added: Ii15gFsBROyE57fDr6LWlw, 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 17:00:37 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 17:04:44 UTC
Live Team Notes Serial Numbers: 25h4308409rt & 25h4307134rt FW: 03.00.05 Issue/ Need: Cx stated, "GPS isn't working at the house; too many trees for the satellite to work; won't be an option to use for our 2 dogs." Tracking in the app has a delay Troubleshooting & Actions Taken: Cx bought them on Chewy Told cx to reach out to chewy Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap Next Steps: follow up with Subscription- Cancellation Instructions Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 17:04:47 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 17:04:47 UTC | Status: CLOSED
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:50:13 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:50:20 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 21:50:31 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:50:34 UTC | Status: CLOSED

💬 Conversation: KK_H5tTLR9Ko-ZB8M6F-Jw

Messages 5
Customers 1
Duration 2025-09-16 16:55:36 UTC to 2025-09-16 17:00:58 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (8Op5B7Ne...) | 2025-09-16 16:55:36 UTC
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 16:58:08 UTC
Added: lDABD6XfSDadjp6utMv7LA
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 17:00:57 UTC
First and Last Name: Brett Stewart Email: brettstewart2011@gmail.com Phone: 15128870960 Serial number: 25h4303225rt, 25h4321324rt Firmware Build: v.02.06.05 Purchased From: Halo 1655148 Recap/TS: Customer inquiring about refund status Resources: AP Next Steps: Provided refund timeline to the customer
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:00:58 UTC | Status: CLOSED

💬 Conversation: twFlB0O5Q8mMdxLn2F76sA

Messages 2
Customers 1
Duration 2025-09-16 16:57:15 UTC to 2025-09-16 16:57:29 UTC
Message Types CHAT_MESSAGE: 2
Customer (FbvRBN_y...) | 2025-09-16 16:57:15 UTC | halocollar.com
I returned a Halo Collar to Amazon and I received notice from Halo that they have now received it back from Amazon. I would like my membership fees for $110.06 returned also since I could never get the collar to work. It could never locate my property in GPS. Serial number 25h4042348rt. Membership paid on April 3, 2025. Was told had to wait until collar was received to get refund. Please issue asap
System/AI | 2025-09-16 16:57:29 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: jIjvLi2JTFOpwiFNqwAFGw

Messages 29
Customers 1
Duration 2025-09-16 16:58:23 UTC to 2025-09-16 17:56:19 UTC
Message Types PHONE_CALL: 3, EMAIL: 8, CONVERSATION_NOTE: 5, TOPIC_CHANGE: 6, CONVERSATION_STATUS_CHANGE: 7
PHONE_CALL | Customer (KLbjBJ9O...) | 2025-09-16 16:58:23 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 17:07:39 UTC
First and Last Name: Maureen Morsch Email: mmorsch01@gmail.com Phone Number: +19287103005 Collar SN: NA Collar FW: NA Collar Purchased From: Amazon Resources: AP Gladly Recap/TS: The cx purchased a collar from Amazon and returned it as it was not working for them. The cx is requesting a refund on the annual subscription. The cx sent a screenshot of the return to Amazon. Next Steps: No answer from the cx. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 17:07:48 UTC
Added: lDABD6XfSDadjp6utMv7LA
PHONE_CALL | Customer (r0_69Ous...) | 2025-09-16 17:09:04 UTC
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:13:12 UTC
Added: BV6q0qW9QZKAbEVdca7vNQ | Removed: lDABD6XfSDadjp6utMv7LA
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 17:14:43 UTC
First and Last Name: Maureen Morsch Email: mmorsch01@gmail.com Phone: 19287103005 Serial number: no collar on file Firmware Build: no collar on file Purchased From: Amazon Recap/TS: Customer advised prior agent disconnected the call Customer inquiring about a refund for an annual subscription for a collar they returned to Amazon Resources: AP Next Steps: Customer will send copy of Amazon return documentation so refund request can be submitted
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:14:44 UTC | Status: CLOSED
STATUS CHANGE | Customer (En49arav...) | 2025-09-16 17:20:46 UTC | Status: OPEN
PHONE_CALL | Customer (En49arav...) | 2025-09-16 17:20:46 UTC
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 17:21:22 UTC
First and Last Name: Maureen Morsch Email: mmorsch01@gmail.com Other contact info if possible:NA Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 17:21:34 UTC
Added: E_3WUdWpR2CLXta3n6vNgw | Removed: BV6q0qW9QZKAbEVdca7vNQ
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 17:22:17 UTC
Removed: E_3WUdWpR2CLXta3n6vNgw
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 17:22:21 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:23:23 UTC
Added: BV6q0qW9QZKAbEVdca7vNQ | Removed: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 17:24:24 UTC
First and Last Name: Maureen Morsch Email: mmorsch01@gmail.com Phone: 19287103005 Serial number: no collar on file Firmware Build: no collar on file Purchased From: Amazon Recap/TS: Customer inquiring about a refund for an annual subscription for a collar they returned to Amazon Resources: AP Next Steps: Customer will send copy of Amazon return documentation so refund request can be submitted Customer disconnected call before call was completed
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:24:26 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 17:30:07 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 17:31:15 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX returned their collar back to Amazon back in July and wants a refund for their annual membership Recap (When/Where/What the customer wants) Canceled and refunded $110.06 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 17:31:19 UTC | Status: CLOSED
STATUS CHANGE | Customer (En49arav...) | 2025-09-16 17:31:27 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 17:56:19 UTC | Status: CLOSED

💬 Conversation: 0eCBizeGQP26R6-2ofhbnA

Messages 1
Customers 1
Duration 2025-09-16 16:58:59 UTC to 2025-09-16 16:58:59 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 16:58:59 UTC | Status: CLOSED

💬 Conversation: 6GcFqj_rRvyCjxV9W_lrog

Messages 2
Customers 1
Duration 2025-09-16 16:59:02 UTC to 2025-09-16 16:59:16 UTC
Message Types CHAT_MESSAGE: 2
Customer (KSRxL8aF...) | 2025-09-16 16:59:02 UTC | halocollar.com
my halo collar won't turn on and I already tried the hard reset
System/AI | 2025-09-16 16:59:16 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: A1CyZmV0TQq6psy23MLOgQ

Messages 2
Customers 1
Duration 2025-09-16 16:59:22 UTC to 2025-09-16 16:59:25 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 16:59:22 UTC
Added: L9jaUhpTSjKkls_YzL0tDg
STATUS CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 16:59:25 UTC | Status: CLOSED

💬 Conversation: _nQcXmrDSai-auapbit1hQ

Messages 1
Customers 1
Duration 2025-09-16 17:00:07 UTC to 2025-09-16 17:00:07 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 17:00:07 UTC | Status: CLOSED

💬 Conversation: dCZxXba8Rh2mYQzk0SiUwQ

Messages 4
Customers 1
Duration 2025-09-16 17:00:10 UTC to 2025-09-16 17:00:50 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 17:00:10 UTC
Live Team Notes Serial Numbers: 25h4084221rt FW:03.00.05 Issue/ Need: Cx called in to confirm shipping address at this time, was updated via email 9/6 by CET that the next option would be to call into DP to have collar replaced Troubleshooting & Actions Taken: -Submitted WR for collar AW-20250916-46169 -Cx was able to confirm shipping address with no issue Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 17:00:49 UTC | Status: CLOSED
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 17:00:50 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew

💬 Conversation: QujdroKySPyiY_FdEIG_Gw

Messages 2
Customers 1
Duration 2025-09-16 17:00:29 UTC to 2025-09-16 17:00:31 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 17:00:29 UTC
Added: 2ne7xWQcT7SR-eLsslsIsQ
STATUS CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 17:00:31 UTC | Status: CLOSED

💬 Conversation: Y2PUHmyxQOmfUYvZJwQAdg

Messages 2
Customers 1
Duration 2025-09-16 17:00:49 UTC to 2025-09-16 17:00:50 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 17:00:49 UTC
Added: L9jaUhpTSjKkls_YzL0tDg
STATUS CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 17:00:50 UTC | Status: CLOSED

💬 Conversation: B7gOisWTTam7k1umoNPsRw

Messages 6
Customers 1
Duration 2025-09-16 17:01:09 UTC to 2025-09-16 17:22:21 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (HuKVrXdS...) | 2025-09-16 17:01:09 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 17:19:20 UTC
Live Team Notes Serial Numbers: 25h4303010rt ; 25h4303107rt FW: 3.00.05 Issue/ Need: Accessories order discount Troubleshooting & Actions Taken: Order number 1660311 Cx said they ordered accessories and didn't get th e50% discount they're supposed to have for signing up for gold plan Cx said thety paid $237 Checked with RES, adv discount will kick in after 60 days of signing up Cx said that is a scam as it's not saying that on the site Cx also ordered the accessories without logging in to account Adv by RES to escalate to billing and state their case for exception Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, order status, halo site Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 17:21:00 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4303010rt ; 25h4303107rt FW: 3.00.05 Order ID: 1658105 RMA Ticket #: Subscription Start Date: Sep 15, 2025 1:00 PM Reason for Escalation: Cx did not the 50% discount they were supposed to get when they ordered accessories after signing up for gold plan Requested Action: Wants the discount for the accessories they ordered online since they signed up for a gold plan
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 17:21:22 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 17:22:21 UTC | Status: CLOSED

💬 Conversation: Qb2hUC3tQIiVHDENrkyJWg

Messages 4
Customers 1
Duration 2025-09-16 17:02:32 UTC to 2025-09-16 17:05:57 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 17:02:32 UTC
Live Team Notes Serial Numbers: 25h4264676rt FW: v.03.00.12 Issue/ Need: Address Confirmation for warranty Troubleshooting & Actions Taken: Resent email for warranty address verification CX completed Address verification while on phone Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 17:05:55 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 17:05:57 UTC | Status: CLOSED

💬 Conversation: 5lXRYXKlRY-fmeY011y-Cw

Messages 3
Customers 1
Duration 2025-09-16 17:03:50 UTC to 2025-09-16 19:04:52 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (xnxxaWqX...) | 2025-09-16 17:03:50 UTC | halocollar.com
Do you have a service to help me set up my yard boundaries
System/AI | 2025-09-16 17:04:23 UTC | halocollar.com
Hi there! Yes, we do offer a service to help you set up yard boundaries with the Halo Collar. You can create customizable virtual fences using the Halo App, which can be adjusted to fit different yard sizes and layouts. To get started, just open the Halo App, go to 'My Map,' and follow the prompts to add and customize your fence. The app will guide you through the process to ensure your dog's safety within the designated area. For more detailed instructions, check out our support article.
STATUS CHANGE | Unknown | 2025-09-16 19:04:52 UTC | Status: CLOSED

💬 Conversation: QHwCF42GQMufdRpKfy583Q

Messages 11
Customers 1
Duration 2025-09-16 17:03:57 UTC to 2025-09-16 19:09:56 UTC
Message Types CHAT_MESSAGE: 10, CONVERSATION_STATUS_CHANGE: 1
Customer (lZiLOKwG...) | 2025-09-16 17:03:57 UTC | halocollar.com
Does the boundaries have to have a closed loop?
System/AI | 2025-09-16 17:04:17 UTC | halocollar.com
Yes, Halo Collar requires boundaries to form a closed loop. This ensures the safety and effectiveness of the virtual fence, keeping your dog secure within the designated area. If you have further questions about setting up boundaries, feel free to ask!
Customer (lZiLOKwG...) | 2025-09-16 17:04:59 UTC | halocollar.com
Can boundaries be set up out in the water?
System/AI | 2025-09-16 17:05:24 UTC | halocollar.com
Yes, you can set up Halo boundaries over water, like lakes or oceans. Just keep in mind that water can affect GPS signal strength and feedback reliability because it can absorb or reflect radio waves. For the best results, try to place fence posts on land or docks instead of directly in the water, and make sure to regularly test the fence to ensure it's working properly.
Customer (lZiLOKwG...) | 2025-09-16 17:06:34 UTC | halocollar.com
can you turn off the collar when you want to intentionally take the dog out of the boundaries set
System/AI | 2025-09-16 17:07:01 UTC | halocollar.com
While the Halo Collar can't be completely powered off, you can easily manage the boundaries using the Halo App. If you want to take your dog outside the set boundaries, simply turn off the fence feature in the app. This way, your dog won't receive any feedback when crossing the boundaries. Here's how: Open the Halo App, tap the My Map icon, select your pet, swipe up the Pet Card, and tap the Fences button to turn it off. The label will change to Ignore, indicating that the fences are off.
Customer (lZiLOKwG...) | 2025-09-16 17:08:09 UTC | halocollar.com
How close to the boundaries can the dog get before receiving its first warning signal
System/AI | 2025-09-16 17:08:39 UTC | halocollar.com
Your dog will receive the first warning signal when they are about 7–10 feet (2.1–3.0 meters) from the boundary. This helps guide them back to safety before reaching the boundary. If you have more questions about the feedback system or need further assistance, feel free to ask!
Customer (lZiLOKwG...) | 2025-09-16 17:09:21 UTC | halocollar.com
how old should my puppy be before using this system
System/AI | 2025-09-16 17:09:52 UTC | halocollar.com
Hey there! We recommend waiting until your puppy is at least 5 months old before using the Halo Collar. By this age, puppies are usually developed enough both physically and mentally for effective training with the system. If you have any more questions or need guidance on starting the training process, just let us know!
STATUS CHANGE | Unknown | 2025-09-16 19:09:56 UTC | Status: CLOSED

💬 Conversation: 3CySybDyR7msyuq2D08i4w

Messages 3
Customers 1
Duration 2025-09-16 17:04:48 UTC to 2025-09-16 19:05:54 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (HriYgr01...) | 2025-09-16 17:04:48 UTC | halocollar.com
How to reset halo collars? They are flashing red and white and vibrationg
System/AI | 2025-09-16 17:05:27 UTC | halocollar.com
Hi there! If your Halo Collar is flashing red and white and vibrating, it might be due to a membership payment issue or a firmware problem. This blinking starts when the collar detects movement. You can check the Halo App for more details on the issue. To reset, make sure the collar is charged and update the firmware via the Halo App. If the problem persists, please contact support for further assistance. Also, ensure your membership is active and up-to-date to avoid any service interruptions.
STATUS CHANGE | Unknown | 2025-09-16 19:05:54 UTC | Status: CLOSED

💬 Conversation: 7zSwi-2ZRjqghE7rPLHR9A

Messages 4
Customers 1
Duration 2025-09-16 17:04:52 UTC to 2025-09-16 17:05:14 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 17:04:52 UTC
Live Team Notes Serial Numbers: 25h4245496rt FW: v.03.00.05 Issue/ Need: cx advised that multiple lights are flashing on his collar Troubleshooting & Actions Taken: Collar has a malfunction Warranty request already submitted Cx confirmed address during the call Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 Warranty and Returns Guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 17:05:12 UTC | Status: CLOSED
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 17:05:14 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg

💬 Conversation: e5cJmXEjS9yGNXW7Rubhog

Messages 1
Customers 1
Duration 2025-09-16 17:07:56 UTC to 2025-09-16 17:07:56 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (HQcgt5Eo...) | 2025-09-16 17:07:56 UTC | Status: CLOSED

💬 Conversation: 8xU3VvSaTeGitpH0MPyCMA

Messages 4
Customers 1
Duration 2025-09-16 17:08:27 UTC to 2025-09-16 17:09:06 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 17:08:27 UTC
Live Team Notes Serial Numbers: 25h4082659rt FW: v.03.00.05 Issue/ Need: Having trouble with collar going off near fence- doing hand test Can not get exact location on map that flags are placed Troubleshooting & Actions Taken: Cx has not put the collar on the dog yet Cx is holding the collar near her ear and holding contact tips to her hand Adv on the correct orientation for a hand test Adv on how to place fence using herself (blue dot) on the map it makes it easier to get the fence exact Assisted with setting up fence- fence is now more accurate with where the cx wanted the fence Did another hand test and the collar is giving feedback near boundary Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 TS Halo App Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 17:09:05 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yUdj74HoRguBsTQ2B0ZktA, ZKYz4UsHRG6__sFoccYiEA, PT5SzfGLQx6qJKX6efjzxA, g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 17:09:06 UTC | Status: CLOSED

💬 Conversation: D5Wohl_HThCG1aPHpsk3Zw

Messages 4
Customers 1
Duration 2025-09-16 17:08:35 UTC to 2025-09-16 17:10:01 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 17:08:35 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 4NylcZCDQ_-lGn_argWI_w
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 17:08:35 UTC
Live Team Notes Juliana Neumann Serial Numbers: 25h4231561rt FW: 03.00.05 Issue/ Need: cx needs rivet for her collar missing Troubleshooting & Actions Taken: Adv cx I would send her a rivet kit asap Cx understands shipping timeline Order #1660391 Resources Used (provide details): (KB articles, Slack posts, internal docs.): WOOCOM Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 17:10:01 UTC | Status: CLOSED

💬 Conversation: TBDM0y0XQGWOTq9mcRdgeQ

Messages 5
Customers 1
Duration 2025-09-16 17:08:50 UTC to 2025-09-16 17:42:14 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (W5Yjl2tY...) | 2025-09-16 17:08:50 UTC
AGENT NOTE | Agent (5amu5WSG...) | 2025-09-16 17:42:05 UTC
Live Team Notes Serial Numbers:25h4310725rt FW:3.0 > 3.1.2 Issue/ Need: not consistant feedback . Connected 16hours ago Troubleshooting & Actions Taken: pushed FW, tested boundaries - not consistant, did HR, got in LTE range-it was not a normal carrier, it was a 5pt star 3of4 bars. tested boundaries-gave shock and no sound or vibrate Resources Used (provide details): (KB articles, Slack posts, internal docs.): ap gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (5amu5WSG...) | 2025-09-16 17:42:11 UTC
Added: yUdj74HoRguBsTQ2B0ZktA, ZKYz4UsHRG6__sFoccYiEA
STATUS CHANGE | Agent (5amu5WSG...) | 2025-09-16 17:42:14 UTC | Status: CLOSED

💬 Conversation: TawEDumXRTGO_u6gtYUUnw

Messages 3
Customers 1
Duration 2025-09-16 17:13:25 UTC to 2025-09-16 19:13:57 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (HB_w98hq...) | 2025-09-16 17:13:25 UTC | halocollar.com
zone beacon will not activate
System/AI | 2025-09-16 17:13:54 UTC | halocollar.com
Hey there! To get your Zone Beacon up and running, unscrew the cap, press and hold the small white button near the battery for 5 seconds, and release it when the blue ring light blinks once. Make sure the battery is properly installed and charged. If it still won't activate, try checking the battery and replacing it if needed. If there's no luck, it might be defective, and you should reach out to customer support for a replacement. Also, double-check that the beacon is registered in the Halo app under Settings > My Beacons. Let us know if you need more help!
STATUS CHANGE | Unknown | 2025-09-16 19:13:57 UTC | Status: CLOSED

💬 Conversation: MgpBRsPHRsuUuZotvwFOOg

Messages 3
Customers 1
Duration 2025-09-16 17:13:51 UTC to 2025-09-16 17:25:49 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (NlIeyn0w...) | 2025-09-16 17:13:51 UTC
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 17:24:54 UTC
Account Info Customer First and Last Name: Leah Schmidt Customer Email: leahlschmidt62@gmail.com Collar Serial Number: 22h2430302rt Firmware Build: Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap Cx gave the collar to a friend because she wasn't able to get it working for her. Cx kept complaining about the phone number but she was sent the correct number. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?)
STATUS CHANGE | Agent (WCBmyO3-...) | 2025-09-16 17:25:49 UTC | Status: CLOSED

💬 Conversation: jMFQGHayQFO9jRPdvyzUlQ

Messages 7
Customers 1
Duration 2025-09-16 17:14:12 UTC to 2025-09-16 21:32:39 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (1yVWMITl...) | 2025-09-16 17:14:12 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (1yVWMITl...) | 2025-09-16 17:14:13 UTC
Live Team Notes Serial Numbers: 25h4193130rt FW: v.03.00.05 Issue/ Need: Warranty replacement collar update status Troubleshooting & Actions Taken: Went into halo website to locate shipping status - unable to find Went into CS tracking- unable to find Let customer know once we have shipping information- follow up will be sent Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Halo Website Orders Tracking [https://www.halocollar.com/order-status/] CS order Tracking Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1yVWMITl...) | 2025-09-16 17:18:22 UTC | Status: CLOSED
STATUS CHANGE | Customer (S-0_3oy1...) | 2025-09-16 21:24:34 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:32:39 UTC | Status: CLOSED

💬 Conversation: RdhnSV1vTFO9wHqWkWgfaQ

Messages 2
Customers 1
Duration 2025-09-16 17:15:55 UTC to 2025-09-16 17:16:13 UTC
Message Types CHAT_MESSAGE: 2
Customer (LLjkN8de...) | 2025-09-16 17:15:55 UTC | halocollar.com
Hello, I had messaged last week about poor battery life with my collars. Halo Collar 3 less, I haven't had them very long. I did the full power reset I was asked to do and let it fully recharge. The collar still won't hold a charge for longer than a couple hours.
System/AI | 2025-09-16 17:16:13 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: s3f02TSTSJuGSUZQRbLlDg

Messages 4
Customers 1
Duration 2025-09-16 17:18:11 UTC to 2025-09-16 17:25:28 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (RtS-Ea21...) | 2025-09-16 17:18:11 UTC
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 17:24:13 UTC
Live Team Notes Serial Numbers:25h4307357rt FW:3.00.05 Issue/ Need: returned the collar, wants the sub plan reimbursement, sent on Saturday Troubleshooting & Actions Taken: Asking if cx canceled the plan, cx will receive refund of the sub plan with collar refund once we send the refund Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 17:25:28 UTC | Status: CLOSED

💬 Conversation: ZXS8DAc0SLaxH_CIse4SnQ

Messages 4
Customers 1
Duration 2025-09-16 17:18:13 UTC to 2025-09-16 17:18:33 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:18:13 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:18:14 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:18:33 UTC | Status: CLOSED

💬 Conversation: GUEoe-mERu2OvkYypktMXA

Messages 4
Customers 1
Duration 2025-09-16 17:18:46 UTC to 2025-09-16 17:19:07 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:18:46 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:18:46 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:19:07 UTC | Status: CLOSED

💬 Conversation: 7FqSPSRJQ6CB1vv77EvzuA

Messages 4
Customers 1
Duration 2025-09-16 17:19:20 UTC to 2025-09-16 17:19:38 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:19:20 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:19:20 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:19:38 UTC | Status: CLOSED

💬 Conversation: 4dQPbzr4ShW4ERFB-Mwadg

Messages 6
Customers 1
Duration 2025-09-16 17:20:11 UTC to 2025-09-16 21:22:57 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:20:11 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:20:12 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:26:22 UTC | Status: CLOSED
STATUS CHANGE | Customer (4Sbx3JRw...) | 2025-09-16 21:22:57 UTC | Status: OPEN

💬 Conversation: WQv6s7DhSzqNqp-skM2btg

Messages 10
Customers 1
Duration 2025-09-16 17:20:31 UTC to 2025-09-16 19:25:04 UTC
Message Types CHAT_MESSAGE: 9, CONVERSATION_STATUS_CHANGE: 1
Customer (hqujZGYh...) | 2025-09-16 17:20:31 UTC | halocollar.com
Good afternoon. I got an alert today about a recall on one of the colors. I verified my shipping address and a new one is on the way. However, after that, it un synced the collar so now he does not have one until the other gets here. I have livestock guardian dogs, and it is imperative that I keep them on the property.
Customer (hqujZGYh...) | 2025-09-16 17:20:47 UTC | halocollar.com
Collars
System/AI | 2025-09-16 17:21:20 UTC | halocollar.com
I'm sorry to hear about the inconvenience. When a collar is recalled and a replacement is initiated, the old collar is automatically unsynced and removed from your account for safety reasons. You can track your replacement's status using the Order Status Dashboard. In the meantime, please ensure your property is secure for your livestock guardian dogs. If you have any further questions or need assistance, feel free to reach out. We're here to help!
Customer (hqujZGYh...) | 2025-09-16 17:21:57 UTC | halocollar.com
my property is secure, but with the increase in coyote activity it ensures they don’t leave the property to get them
System/AI | 2025-09-16 17:22:33 UTC | halocollar.com
I'm glad to hear your property is secure. Keeping the dogs within these boundaries is crucial, especially with the increased coyote activity. Once your replacement collar arrives, it will help maintain these virtual boundaries using GPS without needing Wi-Fi or cellular data. If you need further assistance or updates on the shipping status, please let me know. I'm here to help ensure your dogs stay safe and secure on your property.
Customer (hqujZGYh...) | 2025-09-16 17:22:40 UTC | halocollar.com
The way I read it. It was a battery issue, so would that make it unsafe for him to wear until the new one got here?
System/AI | 2025-09-16 17:23:08 UTC | halocollar.com
Hi there! Yes, if there was a recall due to a battery issue, it's best not to use the collar until the replacement arrives. The recall indicates potential safety concerns, so waiting for the new collar is the safest option for your dog. If you have any more questions or need immediate help, feel free to reach out to customer support. Your dog's safety is our top priority!
Customer (hqujZGYh...) | 2025-09-16 17:23:48 UTC | halocollar.com
OK. Thank you for all your help!
System/AI | 2025-09-16 17:24:07 UTC | halocollar.com
You're welcome! If you have any more questions or need assistance in the future, don't hesitate to reach out. Take care and stay safe!
STATUS CHANGE | Unknown | 2025-09-16 19:25:04 UTC | Status: CLOSED

💬 Conversation: 8Kl53qwXQYSDQJuFnIjpEg

Messages 4
Customers 1
Duration 2025-09-16 17:20:41 UTC to 2025-09-16 17:21:01 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 17:20:41 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 76jKdDJqQKG1X52gm4kjGg
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 17:20:41 UTC
Live Team Notes Serial Numbers:25h4173511rt FW: v.03.00.05 Issue/ Need: Collar will not charge, no lights since yesterday Troubleshooting & Actions Taken: Cx does not have the collar she is at work at the moment Sending cx ts steps for dead unit, suggest she calls to ts together when she gets collar Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Tier 1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 17:21:01 UTC | Status: CLOSED

💬 Conversation: rsf5hqhlRFGrEW3GPxFfPA

Messages 5
Customers 1
Duration 2025-09-16 17:21:32 UTC to 2025-09-16 18:05:35 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:04:57 UTC
Added: w4-N2LKvQhW0agGKylANbg, yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 18:05:32 UTC
Sent cx malfunction reason for 25h4084791rt; memschipfail, battery issue, gas init fail
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:05:35 UTC | Status: CLOSED

💬 Conversation: Z0luY3Z9S2q0XtGr_0nNFA

Messages 11
Customers 1
Duration 2025-09-16 17:21:41 UTC to 2025-09-16 23:55:25 UTC
Message Types EMAIL: 7, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 17:49:40 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX is upset that their warranty rep AW-20250913-45579 hasn't shipped yet Recap (When/Where/What the customer wants) Informed them they are typically delivered within 3-5 business days and today is only the 2nd day Making a task to check if collar has shipped tom afternoon Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 17:53:32 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 17:53:35 UTC | Status: CLOSED
STATUS CHANGE | Customer (WQNAjq3R...) | 2025-09-16 23:55:25 UTC | Status: OPEN

💬 Conversation: unpks2zIRF-GFsj-bjw-CA

Messages 5
Customers 1
Duration 2025-09-16 17:24:17 UTC to 2025-09-16 17:36:01 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (gqUfSCgM...) | 2025-09-16 17:24:17 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 17:35:52 UTC
First and Last Name: Susanna Van Norman Email: scvan05@gmail.com Collar SN: Collar FW: Resources: AP Answer Recap/TS: CX trying to return collars due to size of dogs Getting error with email Email on order was misspelled Next Steps: Processed return for CX Emailed shipping label to CX
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 17:36:00 UTC
Added: -rDYn0fXSg2NQk6Xw6PZDA
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 17:36:01 UTC | Status: CLOSED

💬 Conversation: bwQa9g9LQJ-dBS8OrL-13g

Messages 5
Customers 1
Duration 2025-09-16 17:26:25 UTC to 2025-09-16 17:30:52 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 17:26:25 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 17:29:25 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 17:29:30 UTC
Live Team Notes Serial Numbers: 24h3182305rt FW: v.02.08.11 Issue/ Need: cx needs to cancel the plan. They are not using the collar anymore. Troubleshooting & Actions Taken: Helped cx to cancel the current plan per the cx request. Cx no longer uses the collar. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 17:30:52 UTC | Status: CLOSED

💬 Conversation: LjS6GNbKQFerYisM0DLfhA

Messages 4
Customers 1
Duration 2025-09-16 17:26:35 UTC to 2025-09-16 17:26:53 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:26:35 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:26:35 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:26:53 UTC | Status: CLOSED

💬 Conversation: Zq_K-sGjRiWESYBjNbN_Sg

Messages 4
Customers 1
Duration 2025-09-16 17:27:03 UTC to 2025-09-16 17:31:07 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 17:27:03 UTC
Added: w4-N2LKvQhW0agGKylANbg, WprjYFTuRsSlVmqirbejqg, oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 17:27:05 UTC
Live Team Notes Serial Numbers: 23h2141173rt FW: v.02.08.11 Issue/ Need: Cx got notification of critical issue ; mailing address link isn't working Troubleshooting & Actions Taken: mailing link doesn't work due to cx being 467 days pass warranty window; offer HC doesn't want to opt in halo care due to having she opted in a year ago for the same issue Told cx that that would be the the best course of action to retrieving a replacement Assisted cx in opting in HC Also told cx how to replace afterwards with HC Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 17:31:07 UTC | Status: CLOSED

💬 Conversation: 4FEQMhVbSIOmMi84OwWuzw

Messages 8
Customers 1
Duration 2025-09-16 17:27:08 UTC to 2025-09-16 18:25:14 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:27:08 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:27:14 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:27:46 UTC | Status: CLOSED
STATUS CHANGE | Customer (0zevxmMj...) | 2025-09-16 18:14:43 UTC | Status: OPEN
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:25:14 UTC | Status: CLOSED

💬 Conversation: x8j1x8KNSDKXJAIWcCEkAg

Messages 12
Customers 1
Duration 2025-09-16 17:27:50 UTC to 2025-09-16 18:00:57 UTC
Message Types PHONE_CALL: 2, EMAIL: 3, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (GJaGa3QE...) | 2025-09-16 17:27:50 UTC
PHONE_CALL | Agent (wIA9Uacl...) | 2025-09-16 17:50:18 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 17:54:40 UTC
Live Team Notes Serial Numbers: 25h4282276rt FW: 3.00.05 Issue/ Need: The collar was off the dog and lost some parts of the collar Troubleshooting & Actions Taken: Cx said they lost the part that holds the collar Adv to send pic, cx said it will take them a minute and asked for a call back in 10 mins, cx may need strap adjustment kit Adv will callback in 10 mins and to reply to the email with their shipping address Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, gladly notes Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 17:55:32 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Stephanie Haynes Email: haynesfarms1990@yahoo.com Phone number: +12566385440 Collar SN: 25h4282276rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 235 County Road 409 City: Section State: Alabama Postal code:35771 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! 1x strap adjustment kit for H4 For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 17:55:59 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 17:56:01 UTC | Status: CLOSED
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 17:56:28 UTC | Status: OPEN
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 18:00:55 UTC
Accessory Order Number-1660405
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:00:57 UTC | Status: CLOSED

💬 Conversation: AyMFFReGTWirlSxs1uIQ2g

Messages 4
Customers 1
Duration 2025-09-16 17:28:02 UTC to 2025-09-16 17:28:59 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:28:02 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:28:02 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:28:59 UTC | Status: CLOSED

💬 Conversation: o2Zw0H3IRU2P4tFtlgBa8g

Messages 5
Customers 1
Duration 2025-09-16 17:28:15 UTC to 2025-09-16 18:05:06 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 18:04:52 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Joe Middleton, DNP Email: jmiddleton@scrtc.com Phone Number: Collar SN: 24h3271961rt, 24h3271051rt Collar FW: v.03.00.05 Collar Purchased From: IPD Resources: Gladly AP KB T1 Recap/TS: The cx has two Halo 3s After a full night of charging, 1 collar is at 21 hours of battery life while the other collar is at 1.5 hours of battery life 24h3271051rt - Kouver's collar Battery level - 90% Last Heard - 1m ago 24h3271961rt - Ellie Mae's collar Battery level - 0% Last Heard - 1h 3m ago Sent follow-up email w/ Troubleshooting- Battery Life Next Steps: Wait for cx to reply to email
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:05:05 UTC
Added: SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:05:06 UTC | Status: CLOSED

💬 Conversation: yuuN97kKSZGtk1j3zN-qKA

Messages 7
Customers 1
Duration 2025-09-16 17:29:07 UTC to 2025-09-16 17:53:57 UTC
Message Types CHAT_MESSAGE: 2, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (awZo9LHa...) | 2025-09-16 17:29:07 UTC | halocollar.com
Hi. My dog is listed as unsafe and shows outside of her boundary, but she’s in my kitchen.
System/AI | 2025-09-16 17:29:42 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (ADlAu452...) | 2025-09-16 17:30:23 UTC
AGENT NOTE | Agent (YC_UAXeV...) | 2025-09-16 17:53:46 UTC
Live Team Notes Serial Numbers:25h4273387rt FW:v.03.00.05 Issue/ Need:unsafe, showing different location, but in the house Jarett Troubleshooting & Actions Taken: check GPS, says antenna not correct, cx had to take it around yesterday to get it to work. Collar orientation correct with cx having in the hand. Low GPS 440 Stepped off porch and it now updated 2000 No GPS detected in house, so it is going to low. Cx can do a HR and then reinitialize GPS Cx needs to know the orientation Screen recording if it happens again Resources Used (provide details): (KB articles, Slack posts, internal docs.):ap
TOPIC CHANGE | Agent (YC_UAXeV...) | 2025-09-16 17:53:56 UTC
Added: DWX7EuMeSkumrbZ8T4AUPQ
STATUS CHANGE | Agent (YC_UAXeV...) | 2025-09-16 17:53:57 UTC | Status: CLOSED

💬 Conversation: feUXbLMyShupUkPbeUXJqw

Messages 4
Customers 1
Duration 2025-09-16 17:29:44 UTC to 2025-09-16 17:30:16 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:29:44 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:29:45 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:30:16 UTC | Status: CLOSED

💬 Conversation: fyVmGk-gSMWzzb8S6aXAqQ

Messages 2
Customers 1
Duration 2025-09-16 17:29:49 UTC to 2025-09-16 17:30:33 UTC
Message Types CHAT_MESSAGE: 2
Customer (JLpPMarN...) | 2025-09-16 17:29:49 UTC | halocollar.com
My collar is not working as it should, can’t get GPS to work properly and it will shock my dog inside the fence line
System/AI | 2025-09-16 17:30:33 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: vXar_pg6TBi5ldKxCtkATA

Messages 4
Customers 1
Duration 2025-09-16 17:30:32 UTC to 2025-09-16 17:31:43 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:30:32 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:30:32 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:31:43 UTC | Status: CLOSED

💬 Conversation: qdVOxvf0SGuPkdwEwdmLng

Messages 2
Customers 1
Duration 2025-09-16 17:30:46 UTC to 2025-09-16 19:32:09 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 19:32:09 UTC | Status: CLOSED

💬 Conversation: oYQVMqj7ScqSbD5rW1yhzA

Messages 5
Customers 1
Duration 2025-09-16 17:30:53 UTC to 2025-09-16 17:47:32 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 17:30:53 UTC
Live Team Notes Serial Numbers: 25h4175778rt FW: v.03.00.05 Issue/ Need: Customer called frustrated about being on his 4th warranty collar within 9 months of purchase. Customer requested that the replacement collar be shipped overnight. Agent advised customer that overnight shipping cannot be promised but will escalate the request. Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 17:47:31 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg, dG-IjZuyRaaSTewLvto6tw
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 17:47:32 UTC | Status: CLOSED

💬 Conversation: KKm-qn9NT_KB-Ta9FOkxzQ

Messages 11
Customers 1
Duration 2025-09-16 17:31:07 UTC to 2025-09-16 21:55:06 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 4, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3, EMAIL: 1
PHONE_CALL | Customer (0wVmmFb3...) | 2025-09-16 17:31:07 UTC
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 17:41:18 UTC
Account Info Customer First and Last Name: Mark Woods Customer Email: mwcllc426@gmail.com Collar Serial Number: 25h4283703rt Firmware Build: Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap Cx needs to cancel their plan because their dog took the collar off and ran away. Cx plans to get another dog to use the collar for. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?)
TOPIC CHANGE | Agent (WCBmyO3-...) | 2025-09-16 17:41:24 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 17:44:34 UTC
IRT Escalation Customer's Name: Mark Woods Customer's Email: mwcllc426@gmail.com Customer's Phone Number: Customer's Preferred Contact Method: Serial Number (for Collar worn at the time of the incident): 25h4283703rt Incident Details General Overview & Details (What happened? Please be as detailed as possible.): Cx's dog removed the collar on his own and ran away. Cx is okay about it and they plan to get another dog. This is just an alert that the dog removed the collar on his own. Time of Incident: Date of Incident: Dog’s Condition (Injured? Lost? Deceased?): Please reference this article for more information. [https://support.halocollar.com/hc/en-us/articles/18003018961303-AGENT-ONLY-Lost-and-Injured-Dog-Escalation-Steps?source=search]
TOPIC CHANGE | Agent (WCBmyO3-...) | 2025-09-16 17:44:49 UTC
Added: GpLOFctNRx2TOFNGSnsmlA
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 18:07:17 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) The cx reached out to let us know that their dog went missing. Recap (When/Where/What the customer wants) The cx would like to cancel their plan temporarily. Their dog removed the collar and then ran away. Their dog is currently missing, but this happened due to the dog removing his collar The cx plans to get another dog to use the collar on. Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Have CET determine if collar is safe to continue use. Cancel plan for the cx. Optional Additional Info:
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 19:13:02 UTC | Status: CLOSED
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 19:24:57 UTC | Status: OPEN
AGENT NOTE | Agent (iBPLP4RB...) | 2025-09-16 19:24:59 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Serial Number: 25h4283703rt Recap (When/Where/What the customer wants) Cx's dog removed the collar on his own and ran away. Cx is okay about it and they plan to get another dog. This is just an alert that the dog removed the collar on his own. Is This Resolved/Follow-Up Required? Y If Follow Up Is Required (What/When) IRT will follow up with the customer. Optional Additional Info: Workbook reports no critical issues in the last 30 days. Note that AP reports the collar was last heard on 8-30-25 when its battery showed 0% charge. Diagnostic data reports no hardware errors in the last 30 days. Telemetry data report no wi-fi connection. The customer should connect the collar to a wi-fi network for better GPS accuracy.
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 21:55:06 UTC | Status: CLOSED

💬 Conversation: 8h1sxlvZRqe9D8AxpH0ukg

Messages 7
Customers 1
Duration 2025-09-16 17:31:33 UTC to 2025-09-16 17:47:58 UTC
Message Types CHAT_MESSAGE: 2, PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (BOWQTj1M...) | 2025-09-16 17:31:33 UTC | halocollar.com
I need to talk to a customer service representative
System/AI | 2025-09-16 17:31:45 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (w-cfDq88...) | 2025-09-16 17:32:58 UTC
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:47:31 UTC
Added: 2ne7xWQcT7SR-eLsslsIsQ
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 17:47:56 UTC
First and Last Name: Kim Allen Email: kimallen254@gmail.com Phone: +15082541605 Serial number: 25h4210583rt Firmware Build: v.03.00.05 Purchased From: Halo 1607057 Recap/TS: Customer advised the hand is grayed out at times on the app Resources: AP Next Steps: Customer advised it does not appear to be a connectivity issue Provided collar fitment information Advised customer to delete and reinstall the app Customer advised that they are new to the collar and have not completed the training and are just starting to use the contact tips in the collar Advised customer to please watch the training videos Customer is going to visit dog park for visual assistance if they continue to experience further issues.
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 17:47:58 UTC | Status: CLOSED

💬 Conversation: On1pD6o4SEmp3-qHBAqd2A

Messages 4
Customers 1
Duration 2025-09-16 17:32:00 UTC to 2025-09-16 17:35:16 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:32:00 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:32:01 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:35:16 UTC | Status: CLOSED

💬 Conversation: cLLzwFkyRNKDhbR2Aj-pOA

Messages 4
Customers 1
Duration 2025-09-16 17:32:57 UTC to 2025-09-16 17:34:22 UTC
Message Types CHAT_MESSAGE: 4
Customer (MY-uagXx...) | 2025-09-16 17:32:57 UTC | halocollar.com
Hello. We really want to LOVE this collar but have had nothing but issues sense purchasing. It has been replaced twice already and now it won't charge
System/AI | 2025-09-16 17:33:36 UTC | halocollar.com
I'm sorry to hear about the issues with your Halo Collar. If your collar isn't charging, try using a different USB-C cable and charging block, and make sure the charging port is clean. If these steps don't work, a warranty replacement might be necessary. For warranty replacements, check your email for a shipping confirmation to ensure the process is underway. If you need further assistance, our customer support team can guide you through the warranty process. Please let us know if you need any more help!
Customer (MY-uagXx...) | 2025-09-16 17:34:06 UTC | halocollar.com
Yes, I would love to speak to a customer service rep
System/AI | 2025-09-16 17:34:22 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: Kpbm6efRSWSTFvhmoqJPGw

Messages 4
Customers 1
Duration 2025-09-16 17:33:03 UTC to 2025-09-16 17:34:32 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 17:33:03 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, Y5uQSdvuR02mJxp8qkYyqQ
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 17:33:03 UTC
Live Team Notes Bryan Kaseman Serial Numbers: 23h3402292rt / 23h3471827rt FW: 03.00.05 Issue/ Need: cx says he spoke to someone a week ago was asking for a MAG adaptor was sent incorrect one Troubleshooting & Actions Taken: Adv cx I would send him a MAG for his H3 Cx aware of shipping timeline Order #1660399 Resources Used (provide details): (KB articles, Slack posts, internal docs.): WOOCOM Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 17:34:32 UTC | Status: CLOSED

💬 Conversation: O3iHrisrTP-LNwTyhxszmA

Messages 6
Customers 1
Duration 2025-09-16 17:35:12 UTC to 2025-09-16 18:03:57 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (mT2zMMlq...) | 2025-09-16 17:35:12 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 18:03:39 UTC
First and Last Name: Candyce Schumacher Email: ydefrenchi@yahoo.com Phone Number: 19072033698 Collar SN: 24h3193880rt Collar FW: v.02.08.11 Collar Purchased From: 2-hand Resources: Gladly AP Resources Recap/TS: SN 24h3193880rt The cx purchased a collar 2-hand, but the collar is still linked to another account Sent follow-up email Next Steps: Manager Request Notes Customer Information Serial Number: 24h3193880rt Firmware Version: v.02.08.11 Order Number: AM-FBA184C0P8F5 Why is this being escalated? (What happened?) The customer purchased a Halo 3 collar 2nd-hand, but the collar is still linked to the original owner's account. The customer has tried to reach out to the original owner with no response The previous agent sent the email to the original owner, and no response has been received What is the customer requesting? To remove the collar from the other account, so she can link it to her account What has already been done with the customer? (Previous steps taken?) We have tried to reach the original owner by email, with no response Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone number: 19072033698 Email address: ydefrenchi@yahoo.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:03:52 UTC
Added: fSHdT5HqQ4m1qIO2EW1uzg
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:03:57 UTC | Status: CLOSED

💬 Conversation: XyxX7Ta0Rsevf1_agnJT0A

Messages 4
Customers 1
Duration 2025-09-16 17:35:30 UTC to 2025-09-16 17:36:30 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:35:30 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:35:30 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:36:30 UTC | Status: CLOSED

💬 Conversation: quhykPvBSpOb3S60ewdi9A

Messages 5
Customers 1
Duration 2025-09-16 17:36:24 UTC to 2025-09-16 17:38:39 UTC
Message Types CHAT_MESSAGE: 5
Customer (nR8Y8PjI...) | 2025-09-16 17:36:24 UTC | halocollar.com
I have questions
Customer (nR8Y8PjI...) | 2025-09-16 17:36:35 UTC | halocollar.com
is there a no i can call
Customer (nR8Y8PjI...) | 2025-09-16 17:36:41 UTC | halocollar.com
call
System/AI | 2025-09-16 17:37:48 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (nR8Y8PjI...) | 2025-09-16 17:38:39 UTC | halocollar.com
Thank you

💬 Conversation: -t4nXTqxTWmoVHQoW_V4Xw

Messages 5
Customers 1
Duration 2025-09-16 17:36:42 UTC to 2025-09-16 17:38:53 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:36:42 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:36:47 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:38:53 UTC | Status: CLOSED

💬 Conversation: qWLspnAORs2pDQJKGPWOGQ

Messages 5
Customers 1
Duration 2025-09-16 17:37:04 UTC to 2025-09-16 17:40:53 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 17:37:04 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 17:40:47 UTC
Live Team Notes Serial Numbers: 24h4391851rt, 25h4141912rt FW: v.03.00.05 Issue/ Need: Both collars had diagreq Troubleshooting & Actions Taken: Helped cx confirm address Explained wr process Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 17:40:48 UTC
Added: zHerDDHSRyKoaFtPZdCcew, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 17:40:53 UTC | Status: CLOSED

💬 Conversation: djTVe71MSA-PMdn50hXsCg

Messages 4
Customers 1
Duration 2025-09-16 17:38:26 UTC to 2025-09-16 17:38:47 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:38:26 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:38:27 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:38:47 UTC | Status: CLOSED

💬 Conversation: 79jrZYScQpOe4NWcfwN1qw

Messages 4
Customers 1
Duration 2025-09-16 17:39:18 UTC to 2025-09-16 17:50:45 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (jVP8KuU1...) | 2025-09-16 17:39:18 UTC
AGENT NOTE | Agent (jAlUuvEy...) | 2025-09-16 17:50:22 UTC
First and Last Name: Email: Phone Number: 13204446202 Collar SN: Collar FW: Collar Purchased From: Resources: Recap/TS: The cx wants to know how the plans work. Next Steps: Advise the cx on how the plan works. Submit as resolved.
TOPIC CHANGE | Agent (jAlUuvEy...) | 2025-09-16 17:50:37 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (jAlUuvEy...) | 2025-09-16 17:50:45 UTC | Status: CLOSED

💬 Conversation: 8TXgarnzTvGCUDBSjlx49Q

Messages 6
Customers 1
Duration 2025-09-16 17:39:51 UTC to 2025-09-16 17:54:17 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (inKeVmIf...) | 2025-09-16 17:39:51 UTC
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 17:48:41 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Cx placed order but mistyped the email address on the order Troubleshooting & Actions Taken: typo email is concast.net [http://concast.net] Cx didnt' get the confirmation email for their order Checked with RES, order number is 1660296 Escalate to billing to correct ttheir order email address and send invoice Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, order status, slack Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (wIA9Uacl...) | 2025-09-16 17:50:08 UTC
Billing Team Escalation Notes Affected Serial Number: n/a FW: n/a Order ID: 1660296 RMA Ticket #: Subscription Start Date: n/a Reason for Escalation: Cx mistyped their email address on the collar order Requested Action: Cx wants the invoice and confirmation email sent to their correct address They typed @concast.net instead of @comcast.net
TOPIC CHANGE | Agent (wIA9Uacl...) | 2025-09-16 17:54:14 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (wIA9Uacl...) | 2025-09-16 17:54:17 UTC | Status: CLOSED

💬 Conversation: 0kONW4-2TxCeDVPGI8nIuw

Messages 4
Customers 1
Duration 2025-09-16 17:40:31 UTC to 2025-09-16 17:45:07 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 17:40:31 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx unable to update card to enroll in plan Recap (When/Where/What the customer wants) Reviewed AP and cx is now active in sub plan- start date 9/15 Reviewed stripe and cx is active in sub plan and payment went through on 9/15 Appears cx changed their card and was able to successfully enroll in plan No action needed Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Confirming to cx that payment was received and plan has been activated 9/15 Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 17:45:04 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 17:45:07 UTC | Status: CLOSED

💬 Conversation: polo7l_PSWGY4rRM4gyNwA

Messages 8
Customers 1
Duration 2025-09-16 17:40:38 UTC to 2025-09-16 18:17:29 UTC
Message Types TOPIC_CHANGE: 2, PHONE_CALL: 2, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 17:40:38 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yUdj74HoRguBsTQ2B0ZktA
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 17:44:40 UTC
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 17:51:29 UTC
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:02:43 UTC
Added: JtcxbEt4TE6JoIeFX4UU8Q
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 18:17:28 UTC
Live Team Notes Serial Numbers: 25h4321498rt FW: 03.00.05 Issue/ Need: Cx stated, "The collar isn’t connecting to the satellite when she is outside at night. Happening during the daytime also. This is a new collar, and we are trying to get it set up the best for the dog." Cx reports the new collar isn’t “connecting to the satellite” (GPS) at night and during the day. Pet is able to cross the fence boundary. Cx also has difficulty sending manual feedback. Troubleshooting & Actions Taken: Called; no answer — left voicemail. Called again; reached Cx (driving, not at home). Educated that Halo Fences use GPS and function without Wi-Fi/cellular coverage. Recommended Cx hand-test the fence upon returning home to validate boundary alerts. Reviewed Halo Beacons: purpose, placement, and typical range; discussed how phone proximity can affect behavior. Advised on best practices for issuing manual feedback (to review steps via KB). Resources Used: AP Next Steps: Send KB articles to Cx: • What are Halo Beacons? • Will Halo Work When I Don’t Have Cellular or Wi-Fi Coverage (i.e., While Camping or Hiking in a Remote Location)? • How to Test the Collar's Accuracy by Hand • How to Issue or Manage Prevention and Encouragement Feedback Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:17:29 UTC | Status: CLOSED

💬 Conversation: 6q14fHB8S4--C_F1iVcCWw

Messages 4
Customers 1
Duration 2025-09-16 17:41:42 UTC to 2025-09-16 17:42:09 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:41:42 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:41:42 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:42:09 UTC | Status: CLOSED

💬 Conversation: _ke1Hg7RQq21AEKMCfqEyQ

Messages 4
Customers 1
Duration 2025-09-16 17:42:23 UTC to 2025-09-16 18:01:17 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 17:42:23 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 17:42:23 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:01:17 UTC | Status: CLOSED

💬 Conversation: J7UAobySQQ6IeXBCQdXhaA

Messages 9
Customers 1
Duration 2025-09-16 17:43:08 UTC to 2025-09-16 21:49:45 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 17:43:08 UTC
Live Team Notes Serial Numbers: 25h4130050rt FW: v.03.00.05 Issue/ Need: Address verification for Warranty Troubleshooting & Actions Taken: Resent email with address verification link CX completed while on phone Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 17:44:03 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 17:44:05 UTC | Status: CLOSED
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:49:08 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:49:15 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 21:49:26 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:49:45 UTC | Status: CLOSED

💬 Conversation: FrEOd9rfQOmSSRT3k-vZag

Messages 13
Customers 1
Duration 2025-09-16 17:46:00 UTC to 2025-09-16 19:51:30 UTC
Message Types CHAT_MESSAGE: 12, CONVERSATION_STATUS_CHANGE: 1
Customer (rPdEISfq...) | 2025-09-16 17:46:00 UTC | halocollar.com
my second collar won't connect to the app
System/AI | 2025-09-16 17:46:46 UTC | halocollar.com
Hey there! To connect your second collar to the Halo app, make sure Bluetooth is on and the collar is charged and powered up. In the app, go to Settings > + Add New Collar and follow the instructions. Keep your phone within 50 feet of the collar, and ensure Bluetooth and location permissions are enabled. If you run into issues, check that your membership plan supports multiple collars and update the app to the latest version. Let me know if you need more help!
Customer (rPdEISfq...) | 2025-09-16 17:47:26 UTC | halocollar.com
that's what I've tried
System/AI | 2025-09-16 17:48:08 UTC | halocollar.com
Let's make sure your collar's firmware is up to date and try power cycling the device by turning it off and back on. Also, please check that your app is the latest version. If you're still having trouble, try using a different phone or tablet for pairing. Additionally, verify that your membership plan supports more than one collar, as this could affect connectivity. Feel free to reach out if you need more help!
Customer (rPdEISfq...) | 2025-09-16 17:48:19 UTC | halocollar.com
I can have 2 collars on 1 account correct?
Customer (rPdEISfq...) | 2025-09-16 17:48:39 UTC | halocollar.com
how do I turn it off? I just received them today and just downloaded the app
System/AI | 2025-09-16 17:49:00 UTC | halocollar.com
Yes, you can link up to 10 Halo Collars to a single account, regardless of your membership plan level. Each additional collar on the same plan will receive a discounted membership price. Regarding turning off the collar, the Halo Collar doesn't fully power off but enters Low Power Mode when not in use. To conserve battery, charge it regularly, and if needed, let it enter Sleep Mode when idle. If you need more help, feel free to ask!
Customer (rPdEISfq...) | 2025-09-16 17:49:39 UTC | halocollar.com
you just said to part cycle it
Customer (rPdEISfq...) | 2025-09-16 17:49:44 UTC | halocollar.com
power*
System/AI | 2025-09-16 17:50:22 UTC | halocollar.com
Hey there! Sorry for any confusion! To power cycle the Halo Collar, just plug it into the charger and press and hold the power button until it vibrates (about 5-7 seconds). Then, press the power button again to turn it back on. This refreshes the collar without turning it off completely. Let me know if you need more help!
Customer (rPdEISfq...) | 2025-09-16 17:50:36 UTC | halocollar.com
thank you!
System/AI | 2025-09-16 17:51:23 UTC | halocollar.com
You're welcome! If you have any more questions or need further assistance, feel free to reach out. Enjoy using your Halo Collars! 😊
STATUS CHANGE | Unknown | 2025-09-16 19:51:30 UTC | Status: CLOSED

💬 Conversation: oGf2st2UTfqZL1FU8I_i9w

Messages 3
Customers 1
Duration 2025-09-16 17:46:04 UTC to 2025-09-16 19:47:28 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (r3bn3Po0...) | 2025-09-16 17:46:04 UTC | halocollar.com
Would you recommend this collar for a puppy?
System/AI | 2025-09-16 17:46:49 UTC | halocollar.com
The Halo Collar is great for puppies! We recommend starting when they're at least 5-6 months old and weigh 10 pounds or more. This ensures the collar fits properly as they grow. The adjustable strap will help keep it comfortable as your puppy grows. If you have any more questions about the Halo Collar, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 19:47:28 UTC | Status: CLOSED

💬 Conversation: xAWNF5o6SmeTbg6jgjKBbA

Messages 4
Customers 1
Duration 2025-09-16 17:47:14 UTC to 2025-09-16 17:47:27 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 17:47:14 UTC
Live Team Notes Serial Numbers:24h4473307rt FW: Issue/ Need: Collar not charging Troubleshooting & Actions Taken: Cx has completed TSing previously New cords Two adapters Different block Cx tried cord on phone, did not work Cx tried different cord, it charged Ordered charging kit to prevent further charging issues 1660401 Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP T1 SOP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 17:47:25 UTC
Added: 76jKdDJqQKG1X52gm4kjGg, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 17:47:27 UTC | Status: CLOSED

💬 Conversation: 3yBfcgk7RLuDUZPLV98Gxw

Messages 8
Customers 1
Duration 2025-09-16 17:47:14 UTC to 2025-09-16 22:06:14 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 2
Customer (yoqMz2Ob...) | 2025-09-16 17:47:14 UTC | halocollar.com
I am trying to return my halo collar
System/AI | 2025-09-16 17:47:50 UTC | halocollar.com
To return your Halo Collar, make sure it was purchased directly from www.halocollar.com and is not damaged. You'll need a Return Merchandise Authorization (RMA) and must postmark the return within 90 days of receiving the collar. Start the return process by clicking here and selecting "Submit a Return for Refund." Follow the instructions to complete your return. Please note, a $25 return fee applies, and original shipping costs are non-refundable. For more details, check out the full return policy.
Customer (yoqMz2Ob...) | 2025-09-16 17:48:11 UTC | halocollar.com
I selected return but all that does is ask if I have additional collars (which I don't)
System/AI | 2025-09-16 17:48:39 UTC | halocollar.com
Hi there! When you start a return, the system might ask about additional collars to understand your request better. Here's what you need to do: Go to the returns and replacements page. Click on "Submit a Return for Refund." Enter your order number and purchase email. Select your Halo Collar for return and follow the prompts. If you still have trouble, feel free to reach out to our Live Support for more help. 😊
STATUS CHANGE | Unknown | 2025-09-16 19:49:29 UTC | Status: CLOSED
Customer (yoqMz2Ob...) | 2025-09-16 22:05:37 UTC | halocollar.com
when will I hear from Halo on the return I submitted earlier today
STATUS CHANGE | Customer (yoqMz2Ob...) | 2025-09-16 22:05:37 UTC | Status: OPEN
System/AI | 2025-09-16 22:06:14 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: A9d4bf-TSHyJbKn2QABFiQ

Messages 5
Customers 1
Duration 2025-09-16 17:47:32 UTC to 2025-09-16 17:55:39 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (DsuG9UKn...) | 2025-09-16 17:47:32 UTC
AGENT NOTE | Agent (t75aKvM6...) | 2025-09-16 17:55:21 UTC
First and Last Name: Carrie Dequaine Email: deqnest@gmail.com Collar SN: 25h4286637rt, 25h4288482rt Collar FW: v.03.00.05 Resources: AP Answers Recap/TS: WISM Refund $50 GC sent on 09/13/2025 Next Steps: Walked CX through finding GC in email and processing on Tremendous website
TOPIC CHANGE | Agent (t75aKvM6...) | 2025-09-16 17:55:27 UTC
Added: lDABD6XfSDadjp6utMv7LA
STATUS CHANGE | Agent (t75aKvM6...) | 2025-09-16 17:55:39 UTC | Status: CLOSED

💬 Conversation: -OSIF9SbTf-JcDHCGSJCnw

Messages 3
Customers 1
Duration 2025-09-16 17:49:14 UTC to 2025-09-16 19:50:29 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (CXurwI4Q...) | 2025-09-16 17:49:14 UTC | halocollar.com
I have not received tracking info for our replacement collars yet. When will they arrive?
System/AI | 2025-09-16 17:49:53 UTC | halocollar.com
Hi there! Replacement collars usually arrive within 3–5 business days after they're shipped. You'll get an email with tracking info as soon as they go out. Please make sure you've confirmed your shipping address through the email we sent you. You can also check your order status anytime using your order number and email on the Order Status Dashboard. If you haven't seen the email, it might be in your spam or junk folders. If you need more help, feel free to reach out to our support team. 😊
STATUS CHANGE | Unknown | 2025-09-16 19:50:29 UTC | Status: CLOSED

💬 Conversation: ul-c-4k1Q2C_7G-LWm8_2Q

Messages 3
Customers 1
Duration 2025-09-16 17:49:21 UTC to 2025-09-16 17:53:32 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 17:49:21 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx returned one collar & would like to be refunded partially for their annual plan Recap (When/Where/What the customer wants) AP; shows cx changed plan to max amount of 1 collars Stripe; cx plan was prorated $69.98 for the next billing cycle Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info: Cx may push back for a refund instead of credit
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 17:53:32 UTC | Status: CLOSED

💬 Conversation: aQAth5ctQI2UQwJ_p3WSEA

Messages 7
Customers 1
Duration 2025-09-16 17:49:28 UTC to 2025-09-16 18:00:51 UTC
Message Types PHONE_CALL: 2, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 17:49:28 UTC
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 17:50:01 UTC
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 17:59:53 UTC
Live Team Notes Serial Numbers: 25h4150320rt Issue/ Need: Cx was recently assisted with a warranty due to battery issues. This is her second battery failure and she is curious if there is a reason why Troubleshooting & Actions Taken: I confirmed the cx is using the Halo charger Cx is charging nightly The dog does not swim or get the collar wet often, but I did advise to make sure it is dry before charging if it does get wet. Since this is her second replacement due to battery issues, I'm sending a complimentary replacement charger Resources Used (provide details): (KB articles, Slack posts, internal docs.): WooCommerce Order 1660404 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 18:00:07 UTC
Accessory Order Number- 1660404
TOPIC CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 18:00:45 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, N_yHDZizTl2ll1otDSOr9Q
STATUS CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 18:00:51 UTC | Status: CLOSED

💬 Conversation: -Vxuw5KzTMe38R8rnkRnPg

Messages 5
Customers 1
Duration 2025-09-16 17:51:00 UTC to 2025-09-16 19:54:31 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (gpUduwQi...) | 2025-09-16 17:51:00 UTC | halocollar.com
Can I create a "perimeter" around me that the dog can travel? I often take my pup to the woods and would like her to roam free a certain amount
System/AI | 2025-09-16 17:51:53 UTC | halocollar.com
Absolutely! You can create a virtual perimeter with the Halo Collar, allowing your dog to roam freely within a designated area. The Halo Fence feature is customizable, so you can set boundaries that fit your needs. When you head to the woods, you can set up a temporary fence using the Halo app to keep your pup safe within the zone. Just remember to test the fence by walking the boundary to ensure it's working correctly. For more details, check out Halo Support.
Customer (gpUduwQi...) | 2025-09-16 17:52:58 UTC | halocollar.com
Can I make my phone the "center" and have a set distance around my phone, that follows me as I move? I am hiking and on the move, not stationaty
System/AI | 2025-09-16 17:53:37 UTC | halocollar.com
Hi there! Currently, the Halo Collar doesn't support creating a dynamic perimeter that moves with you. The virtual fences are set in specific locations and don't move as you do. For hiking or on-the-go activities, you might consider setting up temporary fences at different stops along your route. This way, you can ensure your dog stays within a safe zone when you pause during your hike.
STATUS CHANGE | Unknown | 2025-09-16 19:54:31 UTC | Status: CLOSED

💬 Conversation: o8Wcyo1LRy6hFid1GYKvNA

Messages 6
Customers 1
Duration 2025-09-16 17:54:44 UTC to 2025-09-16 18:48:11 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 17:54:44 UTC
Added: WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 17:59:08 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx needs to WR the collar 24h3365437rt, but purchase details are missing Recap (When/Where/What the customer wants) Collar first added to the account 7/3/2025 Cx states they purchased the collar from Amazon Checked Amazon spreadsheet - collar did not come up Checked sigma - nothing came up Is This Resolved/Follow-Up Required? FU - requesting screenshots of the order If Follow Up Is Required (What/When) Add missing details & submit WR for 24h3365437rt Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 18:01:27 UTC | Status: CLOSED
STATUS CHANGE | Customer (aRcU2l_c...) | 2025-09-16 18:48:11 UTC | Status: OPEN

💬 Conversation: 8a4OiqWuSJeT_x5R0OsXFA

Messages 3
Customers 1
Duration 2025-09-16 17:56:23 UTC to 2025-09-16 17:59:51 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (JUD_yqjC...) | 2025-09-16 17:56:23 UTC
AGENT NOTE | Agent (WCBmyO3-...) | 2025-09-16 17:58:58 UTC
Account Info Customer First and Last Name: Customer Email: Collar Serial Number: Firmware Build: Previous tickets related to the issue?: Notes Issue/Question/Request(s) recap Cx got an email that he's getting 2 Halo 5 collars when he ordered the Halo 4 and was worried it's a scam. Applicable Articles/Resources Next Steps (Was it solved or are you following up with additional steps, if so what steps?) Let cx know he is getting the Halo 5 even though he ordered the Halo 4.
STATUS CHANGE | Agent (WCBmyO3-...) | 2025-09-16 17:59:51 UTC | Status: CLOSED

💬 Conversation: xbEIdKpdTxysiCMugFsliw

Messages 8
Customers 1
Duration 2025-09-16 17:56:25 UTC to 2025-09-16 18:12:53 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (B08WiByX...) | 2025-09-16 17:56:25 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 18:08:59 UTC
Live Team Notes Serial Numbers: 25h4230276rt FW: v.03.00.05 Issue/ Need: cx needs a H4 Strap Adjustment Kit sent o her for loast rivets and screws on her H4 Collar- Mike Troubleshooting & Actions Taken: ARF - H4 Strap adjustment Kit Quantity ONE Completed Resources Used (provide details): (KB articles, Slack posts, internal docs.):ARF - H4 Strap adjustment Kit Quantity ONE Completed, AP, Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Michelle Bayne Email: lucasbayne@gmail.com Phone number:+12076493592 Collar SN: 25h4230276rt Collar Model: version4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 415 East Side Trail, City: Oakland State: Maine Postal code: 04963 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 version4 Strap Adjustment Kit Quantity ONE For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 18:09:23 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (WoybUALE...) | 2025-09-16 18:09:32 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 18:12:02 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 18:12:53 UTC | Status: CLOSED

💬 Conversation: 29jKz0A2TR6Lbj0mGuSivA

Messages 5
Customers 1
Duration 2025-09-16 17:56:26 UTC to 2025-09-16 19:57:34 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (x-BQ9qBL...) | 2025-09-16 17:56:26 UTC | halocollar.com
my boyfriend and i both pay for halo subscriptions and we now live togerther and need to merge our accounts into one
System/AI | 2025-09-16 17:56:47 UTC | halocollar.com
Hi there! To merge your Halo accounts, you'll need to cancel the membership on one account and use the other for both collars. Just log into the account you want to keep and add your collars in the Halo app under that account. You can share access by using the same login details on multiple devices, but please note that separate user profiles are not supported. Make sure all users complete User Training for safe handling. If you have any more questions, feel free to ask!
Customer (x-BQ9qBL...) | 2025-09-16 17:57:01 UTC | halocollar.com
thanks!
System/AI | 2025-09-16 17:57:19 UTC | halocollar.com
You're welcome! If you have any other questions or need further assistance, feel free to reach out. Enjoy using your Halo collars together! 😊
STATUS CHANGE | Unknown | 2025-09-16 19:57:34 UTC | Status: CLOSED

💬 Conversation: T_ANUG00TayrEBzn9jNAaA

Messages 2
Customers 1
Duration 2025-09-16 17:58:52 UTC to 2025-09-16 17:59:28 UTC
Message Types CHAT_MESSAGE: 2
Customer (VXHED8uI...) | 2025-09-16 17:58:52 UTC | halocollar.com
my collar has encountered a critical error
System/AI | 2025-09-16 17:59:28 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: UB8GvnKjQGWmCYfukmk4DA

Messages 4
Customers 1
Duration 2025-09-16 17:59:27 UTC to 2025-09-16 17:59:47 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 17:59:27 UTC
Live Team Notes Serial Numbers: 24h3340968rt FW: v.02.08.11 Issue/ Need: Customer had reported her collar would not charge. Troubleshooting & Actions Taken: Customer had tested the port, cables, and case. Customer had let the collar charge before performing a hard reset. The collar was declared a dead unit and a warranty was sent out. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KiK-0-RR...) | 2025-09-16 17:59:43 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, f5K70j-7T1qdE8RdQP8GZg, oa5e98htSpOozRqx9wftLg, 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (KiK-0-RR...) | 2025-09-16 17:59:47 UTC | Status: CLOSED

💬 Conversation: gms5YwAyQWmf1dNgCqHWng

Messages 5
Customers 1
Duration 2025-09-16 18:02:04 UTC to 2025-09-16 18:02:44 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:02:04 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, -LmskJFZShWlO0nMJuMqlA, zHerDDHSRyKoaFtPZdCcew
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 18:02:05 UTC
Live Team Notes Serial Numbers: 25h4174328rt - Big B FW: v.03.00.05 Issue/ Need: Issue: DIAGREQ Troubleshooting & Actions Taken: The collar has been submitted for a warranty replacement. Warranty ID: AW-20250909-44807 Requested access code Confirmed shipping details for the customer. Advised not to use the collar until the replacement arrives. Explained what to expect in the WR process. The customer requested end clamps Advised the customer I'll submit an accessories order for this item. Confirmed shipping address and phone number. Informed tracking number and order confirmation will be emailed once shipped. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin WooCom Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:02:44 UTC | Status: CLOSED

💬 Conversation: UBCzRpqYRTKPCUha6dQy0g

Messages 9
Customers 1
Duration 2025-09-16 18:02:08 UTC to 2025-09-16 20:10:35 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (UfaT7wO3...) | 2025-09-16 18:02:08 UTC
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 18:07:46 UTC
First and Last Name: Nate Ratcliffe Email: fiberglassxb@gmail.com Phone: 12063360783 Serial number: 24h3242473rt Firmware Build:v.03.00.05 Purchased From: Amazon AM-FBA1869Q8W0B Recap/TS: Customer advised collar still isn't charging after completing TS steps and being sent new charging kit Resources: AP Next Steps: Escalating to CET per TS guide Collar Evaluation Notes: Issue Details Collar with Issue's SN: 24h3242473rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Not charging Date & Time of Occurrence: Customer said it started about 5 days ago Is the Issue Reproducible? (Yes/No – If Yes, include steps): Additional notes about the issue: Customer advised collar still isn't charging after completing charging TS steps and being sent new charging kit Troubleshooting Summary Tier 1 TSing Steps Completed:(Y/N) & Outcome of Troubleshooting: Customer advised collar still isn't charging after completing charging TS steps and being sent new charging kit Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Screenshots: (Yes/No) System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 18:07:52 UTC
Added: jwlJ3FbQTW2nPlHkhIkBIA
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 18:07:54 UTC | Status: CLOSED
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 18:29:45 UTC | Status: OPEN
AGENT NOTE | Agent (iBPLP4RB...) | 2025-09-16 20:07:18 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Serial Numbers: 24h3242473rt Recap (When/Where/What the customer wants) Collar no longer charging x said the collar is plugged in all night and flashing red after reset Remove Case Test Charger & Cable - cx tested the charging cables himself Inspect Charging Port Hard Reset Cx said he has the mag charger for his collar Adv collar has 1 year warranty and it's beyond the warranty window Cx disagreed taht collar only has a year warranty for an expensive price Is This Resolved/Follow-Up Required? Y If Follow Up Is Required (What/When) Sen customer stating that no hardware u=issues were found, but the collar can be replaced using Halo Care. Optional Additional Info: AP reports the collar was last heard on 9-11-25 when its battery showed 0% remaining. Diagnostic data reports no hardware errors the last 30 days. DCIN dated 9-9-25 reports the collar charged to 100%. Battery_health date 9-10 reports 90% battery health. I find no hardware issues with the collar.
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 20:10:35 UTC | Status: CLOSED

💬 Conversation: gX-Q-ClPSlmhW4iLvkNnlQ

Messages 4
Customers 1
Duration 2025-09-16 18:02:39 UTC to 2025-09-16 18:05:33 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 18:02:39 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 18:04:59 UTC
New shipping label needed: AW-20250823-41442 Tracking: 791942616401
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 18:05:33 UTC | Status: CLOSED

💬 Conversation: B1_CETaMQiy2RlQuRunJ7Q

Messages 3
Customers 1
Duration 2025-09-16 18:03:53 UTC to 2025-09-16 20:04:39 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (dRLx9Zuu...) | 2025-09-16 18:03:53 UTC | halocollar.com
Hi, I have two halo collars and my most recent halo collar for my dog. Moses is always giving me connectivity problems.
System/AI | 2025-09-16 18:04:17 UTC | halocollar.com
I'm sorry to hear about the connectivity issues with Moses' Halo collar. To improve connectivity, make sure the collar is connected to a 2.4 GHz Wi-Fi network, as it doesn't support 5 GHz-only networks. Try moving the collar closer to the router during setup, and ensure the Halo app has Bluetooth and location permissions on your phone. If problems persist, restart your router and toggle Bluetooth and Wi-Fi off and on in your phone settings. Updating the Halo app to the latest version can also help resolve connectivity issues. Let me know if you need further assistance!
STATUS CHANGE | Unknown | 2025-09-16 20:04:39 UTC | Status: CLOSED

💬 Conversation: NE5MO2F8RQ6KmFs07dphhg

Messages 4
Customers 1
Duration 2025-09-16 18:04:45 UTC to 2025-09-16 18:05:37 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 18:04:45 UTC
Live Team Notes Chris Stuckey Serial Numbers: 24h3501318rt FW: Issue/ Need: cx ordered replacement looking for status on delivery Troubleshooting & Actions Taken: Looking at CS Tracking sheet no tracking info available Adv cx 3-5 business days for delivery Cx understands shipping timeline AW-20250912-45476. Resources Used (provide details): (KB articles, Slack posts, internal docs.): CS Tracking Sheet Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 18:04:45 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 18:05:37 UTC | Status: CLOSED

💬 Conversation: tZi6r-MiTU-nuKJBha4NVg

Messages 4
Customers 1
Duration 2025-09-16 18:06:53 UTC to 2025-09-16 18:06:59 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 18:06:53 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, knxFA9d_QvCvKSD3FB0LTQ
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 18:06:53 UTC
Live Team Notes Serial Numbers:25h4306193rt FW:03.00.05 Issue/ Need: Cx wanted to know if she can assign one beacon to a certain pup rather than having to turn beacon setting off for one pup Troubleshooting & Actions Taken: advised Cx once the beacon setting is turned on that is for all beacons you can change the type of feedback each beacon give but the beacon feedback will go off on both collars if the setting is on for both Resources Used (provide details): (KB articles, Slack posts, internal docs.): halo app Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 18:06:59 UTC | Status: CLOSED

💬 Conversation: SbaMMDZeQbyVSZ93ZSkeMQ

Messages 5
Customers 1
Duration 2025-09-16 18:07:41 UTC to 2025-09-16 18:13:06 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 18:07:41 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 18:09:56 UTC
Added: sA92a77ZSqCxw_qEmERPzg
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 18:10:41 UTC
Live Team Notes Serial Numbers: 22h2492320rt FW: v.02.08.11 Issue/ Need: Contact tips broken within collar Battery last 10-12hrs Troubleshooting & Actions Taken: Broken contact tips within the collar Cx is 613 days pass from warranty window; opted for HC Assisted cx in break down of HC and confirmed payment Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 18:13:06 UTC | Status: CLOSED

💬 Conversation: SWpIAd8bRlKwfVeXWfgH_g

Messages 4
Customers 1
Duration 2025-09-16 18:07:59 UTC to 2025-09-16 18:14:23 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:07:59 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:08:00 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:14:23 UTC | Status: CLOSED

💬 Conversation: ZbFY0o-STjCmPv5rVEFkgQ

Messages 4
Customers 1
Duration 2025-09-16 18:08:00 UTC to 2025-09-16 18:12:55 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 18:08:00 UTC
New shipping label needed AW-20250904-43886 Tracking: 791942627270
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 18:12:51 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 18:12:55 UTC | Status: CLOSED

💬 Conversation: 94-dk9hwSIqBn7fht7JFIw

Messages 9
Customers 1
Duration 2025-09-16 18:08:06 UTC to 2025-09-16 20:18:43 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 3, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 18:13:51 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, BV6q0qW9QZKAbEVdca7vNQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 18:13:53 UTC
Billing Team Escalation Notes Affected Serial Number: 24h3131533rt FW: v.02.06.05 Order ID: 1396215 RMA Ticket #: Subscription Start Date: Feb 12, 2025 Reason for Escalation: Cx wants their sub cancelled and demanding a refund because they forgot to cancel their sub. Requested Action: Cancel sub for cx.
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 18:14:12 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 20:17:28 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx looking to cancel monthly sub plan as they forgot to cancel, cx also requesting refund Recap (When/Where/What the customer wants) Per AP collar was last heard 05/2025 Sub start 2/2025 Monthly sub active until 10/2025 Canceling sub immediately and refund last charge of $10.59 Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Sending cancel/refund sub email to cx Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 20:18:42 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 20:18:43 UTC | Status: CLOSED

💬 Conversation: qav5DdzPS_2LEEs-bctwyQ

Messages 5
Customers 1
Duration 2025-09-16 18:08:11 UTC to 2025-09-16 18:09:24 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 18:08:11 UTC
Live Team Notes Serial Numbers: 25h4291242rt FW: 03.00.05 Issue/ Need: Cx wife bought two HC's, Molly's collar was not updating last heard when husband checked it yesterday, was showing it hadn't updated in two days Troubleshooting & Actions Taken: -Checked AP for last heard status of collar: checked in a few seconds ago and battery percentage showing at 93% -Advised cx to uninstall/reinstall app if showing outdated info again Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 18:08:43 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 18:09:16 UTC
Added: wOOHNF34TjWK3GOxS4wVjQ
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 18:09:24 UTC | Status: CLOSED

💬 Conversation: 0IhDtEQtT12ZNdkMkbnjtg

Messages 4
Customers 1
Duration 2025-09-16 18:08:11 UTC to 2025-09-16 18:08:30 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 18:08:11 UTC
Live Team Notes Serial Numbers:25h4021775rt FW:v.03.00.05 Issue/ Need: Charging Issue Cx called in bc collar ins't charging. Did charging TS Checked source Removed case Tested on other devices Checked for debris Hard reset Nothing Sending charging kit (ON:1660407 ) Troubleshooting & Actions Taken: Processed order 1660407 Charging Ts Resources Used (provide details): (KB articles, Slack posts, internal docs.):AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 18:08:28 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 18:08:30 UTC | Status: CLOSED

💬 Conversation: wc28ASm6SmGRRAHGx5uiIA

Messages 10
Customers 1
Duration 2025-09-16 18:09:18 UTC to 2025-09-16 20:53:30 UTC
Message Types PHONE_CALL: 1, EMAIL: 3, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (OhcqGhxB...) | 2025-09-16 18:09:18 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 18:27:46 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Mike Habeck Email: hobsservicecenter@gmail.com Phone Number: 17154939493 Collar SN: Collar FW: Collar Purchased From: Resources: gladly, a/p Recap/TS: cx states he was charged for a subcript he did not authorize. I was not able to pull acct while cx was on the line and advised cx to call back with serial number. I was able to pull acct after call ended. cx has annual silver subcrip. cx states he never used collars and wants a refund of charges. collars are not linked to acct. Sending email w/ steps to cancel subcrip. Esc to RMA to reqeust refund of latest charge. Next Steps: Snding email w/ steps to cancel subscription Snding Billing team esc p/r.
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 18:31:31 UTC
Billing Team Escalation Notes Affected Serial Number: unk FW: Order ID: unk RMA Ticket #: Subscription Start Date: Aug 17, 2024 Reason for Escalation: Cx was charged for annual Silver subscript. Cx states he did not auth charge and never used the the 2 collars he purchased. A/P doesn't show collars ever being added to the acct. Sent steps to cancel subscript Requested Action: Please refund last annual subcript charge.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 18:32:02 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 20:48:54 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx wants to cancel and refund annual sub plan Recap (When/Where/What the customer wants) Per AP no collars on account Cx is enrolled in annual plan start 8/17/24 Cx original order found in Sigma, collar purchased 8/17/24 Cancelling sub in stripe and refunded prorated charge Prorated amount $203.65 of $203.78 Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Sending email to cx that sub was cancelled and refunded Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 20:49:01 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, BV6q0qW9QZKAbEVdca7vNQ, bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 20:53:30 UTC | Status: CLOSED

💬 Conversation: f6jLcxsDSwqzTi-99b4eBw

Messages 5
Customers 1
Duration 2025-09-16 18:09:39 UTC to 2025-09-16 18:18:19 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (WNBjNhy4...) | 2025-09-16 18:09:39 UTC
AGENT NOTE | Agent (KLKzjzy9...) | 2025-09-16 18:17:43 UTC
Live Team Notes Serial Numbers: 25h3250161rt, 25h3250532rt FW: 02.08.11 Issue/ Need: Status on Tracking # 791930501961 Troubleshooting & Actions Taken: Shows received by us on 9/15/2025 and Signed for by: AFDCTWO Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly Fedex.com [http://Fedex.com] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KLKzjzy9...) | 2025-09-16 18:18:18 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (KLKzjzy9...) | 2025-09-16 18:18:19 UTC | Status: CLOSED

💬 Conversation: Uq7F3k5OQgG_DrebgVOSXQ

Messages 4
Customers 1
Duration 2025-09-16 18:10:31 UTC to 2025-09-16 18:20:24 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (GG24uY2b...) | 2025-09-16 18:10:31 UTC
Live Team Notes Serial Numbers: 24h4483970rt FW: 03.00.05 Issue/ Need: Stuck pet pin Troubleshooting & Actions Taken: Had cx share screen Cx performed hand test, ensuring collar orientation was correct - did not fix issue Confirmed stuck pet pin with Nik Submitted warranty claim for cx Cx confirmed shipping address on call Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Slack messages with Nik [https://halocollarworkspace.slack.com/archives/D09EAC5RUAW/p1758045035317109] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (GG24uY2b...) | 2025-09-16 18:20:21 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg, majmLeKgRJekuZZECNBxAQ
STATUS CHANGE | Agent (GG24uY2b...) | 2025-09-16 18:20:24 UTC | Status: CLOSED

💬 Conversation: sJjzbwo0RPKU50OPQeS65Q

Messages 8
Customers 1
Duration 2025-09-16 18:12:46 UTC to 2025-09-16 18:36:48 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (5O16D5yR...) | 2025-09-16 18:12:46 UTC | halocollar.com
My colar is not properly alerting or recognizing my fence
System/AI | 2025-09-16 18:13:36 UTC | halocollar.com
Hi there! To help with your Halo Collar not alerting or recognizing your fence, try these steps: Make sure the GPS is properly initialized by taking the collar outside to an open area, away from buildings or trees. Keep it still until the GPS light blinks green (for Halo 4) or blue (for older models). Check that your virtual fence is correctly set up in the Halo app. Ensure fences are not overlapping, as this can cause recognition issues. If the problem continues, try re-editing your fence layout in the app and perform a hand test to ensure feedback is triggering correctly. Let me know if you need further assistance!
Customer (5O16D5yR...) | 2025-09-16 18:15:10 UTC | halocollar.com
I have already done all of that.
System/AI | 2025-09-16 18:16:28 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 18:34:58 UTC
Live Team Notes Serial Numbers: 25h4307317rt FW: v. 03.00.05 Applied Issue/ Need: Recently bought a H4 and got the fence set up on the yard etc but the collar does not seem to be alerting her consistently Sometimes goes straight to Zapping Other times she is able to walk on the other side of the fence even when the fence is ON, which is the biggest concern she has Troubleshooting & Actions Taken: Checked the fence on AP and talked to her about the two the warnings there The pict of the fence shows the line going through a structure which is a cart port that is between their driveway and the road, it seems to be very close to the road though Asked how much space does she have between the cart port and the road but she is not sure Advised probably leaving the cart port outside the fence, as long as she has at least 20 feet away from both the house and the cart port They also have water in the fence, she said they have a big pond on the back, and the area they wanted to leave inside was very shallow to allow the dog to play there Advised that if it was a pool that was completely inside of the fence it would be ok but since there is only one part of the pond in the fence and the line crosses through it, that would cause inconsistencies Also advised to let the collar dry very well before putting it on the charger to avoid damages to the battery or internal components Offered her if she wanted to make the changes on her end and let us try the collar outside while share screening but she declined saying she will do it on her own as they don't have the best signal she also asked if that could be one of the reasons the collar is not working fine advised it could, but let us first address the fence issues to then extend to other options Sent the latest update and explained to her to put it on the charger, intialize it and that it will take 2 days to calibate fine again Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Porta Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 18:36:10 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 18:36:48 UTC | Status: CLOSED

💬 Conversation: l3lSMCwtS_6SSYEsQP3Hrg

Messages 9
Customers 1
Duration 2025-09-16 18:15:25 UTC to 2025-09-16 18:29:50 UTC
Message Types PHONE_CALL: 2, TOPIC_CHANGE: 3, CONVERSATION_NOTE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (kNf4jdCy...) | 2025-09-16 18:15:25 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 18:16:00 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 18:16:10 UTC
No answer
PHONE_CALL | Customer (kNf4jdCy...) | 2025-09-16 18:17:12 UTC
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 18:20:56 UTC
Added: bDcJwjoMTjeffz13hM6gAA | Removed: E_3WUdWpR2CLXta3n6vNgw
TOPIC CHANGE | Agent (TXZmSWWr...) | 2025-09-16 18:29:46 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ | Removed: bDcJwjoMTjeffz13hM6gAA
AGENT NOTE | Agent (TXZmSWWr...) | 2025-09-16 18:29:47 UTC
First and Last Name: Rachel DeGuzman Email: rachel.deguzman.1@gmail.com Phone: 13853022682 Serial number: 22h2451979rt Firmware Build:v.02.04.08 Purchased From: Halo 957641 Recap/TS: Customer advised they thought they canceled their subscription and were just billed Resources: AP Next Steps: Assisted customer with accessing their account Subscription was not cancelled Cancelled subscription for customer
STATUS CHANGE | Agent (TXZmSWWr...) | 2025-09-16 18:29:50 UTC | Status: CLOSED

💬 Conversation: pu-9B-ScSiKJ_nXbsxhv-w

Messages 2
Customers 1
Duration 2025-09-16 18:16:18 UTC to 2025-09-16 18:16:22 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (t7G0uG6Z...) | 2025-09-16 18:16:18 UTC
STATUS CHANGE | Unknown | 2025-09-16 18:16:22 UTC | Status: CLOSED

💬 Conversation: JJGT9YSWSeOU_8AnFlSUCQ

Messages 4
Customers 1
Duration 2025-09-16 18:17:10 UTC to 2025-09-16 18:25:34 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1
PHONE_CALL | Customer (a6caq2oh...) | 2025-09-16 18:17:10 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 18:25:18 UTC
Live Team Notes Serial Numbers: 23h3326134rt FW: v.02.08.11 Issue/ Need: cx wants to cancel Pack Plan Membership Sub Troubleshooting & Actions Taken: attempted to cancel Pack Plan Sub using AP Request Access Code but there is no credit card on file//ESCALATE BILLING TEAM - PACK PLAN MEMBERSHIP SUB CANCELATION Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, Gladly, My Account Dashboard, ESC BILLING Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. Billing Team Escalation Notes Affected Serial Number: 23h3326134rt FW: v.02.08.11 Order ID: 1284637 RMA Ticket #: NA Subscription Start Date: Mar 12, 2024 12:44 PM Reason for Escalation: cx wants to cancel pack plan membership sub but no credit card is one file Requested Action: Please cancel pack plan membership subscription on behalf of cx and advise cx that cencelation was succesful for her records, thank you!
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 18:25:34 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, jHyQ0PKARAKhHUZ_rEmu6w

💬 Conversation: ZnD9_Q1DTAqVhCoa3eE7tA

Messages 4
Customers 1
Duration 2025-09-16 18:17:34 UTC to 2025-09-16 18:20:06 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:17:34 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:17:35 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:20:06 UTC | Status: CLOSED

💬 Conversation: DzW2-EknTy6ssmfyN52etA

Messages 3
Customers 1
Duration 2025-09-16 18:18:12 UTC to 2025-09-16 20:18:58 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (6NRtaLGi...) | 2025-09-16 18:18:12 UTC | halocollar.com
I need to start a return
System/AI | 2025-09-16 18:18:46 UTC | halocollar.com
Hi there! To start a return for your Halo Collar, please visit this link and click on "Submit a Return for Refund." Follow the instructions to enter your order number and purchase email address. Please make sure the collar is undamaged and was purchased directly from our website. Returns must be postmarked within 90 days of receiving your collar, and a $25 return fee applies. You'll receive a pre-paid shipping label via email. If you need any more help, our Live Support team is here for you!
STATUS CHANGE | Unknown | 2025-09-16 20:18:58 UTC | Status: CLOSED

💬 Conversation: PxP3jbypQdaSnsOoKjAiLg

Messages 19
Customers 1
Duration 2025-09-16 18:18:20 UTC to 2025-09-16 20:12:45 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 5, TOPIC_CHANGE: 1, CHAT_MESSAGE: 8
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 18:18:20 UTC
Live Team Notes Serial Numbers: 22h2192581rt FW: v.03.00.05 Issue/ Need: cx advised that her collar is flashing Troubleshooting & Actions Taken: Advised cx that the collar is currently pending deactivation due to halo care replacement request Cx advised that collar had a malfunction prior to her submitting the halo care request Advised cx that in that case we would do a warranty request but cx wanted to upgrade the collar to the 4 Advised cx the request has already been submitted for Jax and if she would like to upgrade sally's collar she can do the same process online Resources Used (provide details): (KB articles, Slack posts, internal docs.): How to Purchase Replacement Collars using Halo Care or Halo Protection [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwiXF5XUohE6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSIBhmh0dHBzOi8vc3VwcG9ydC5oYWxvY29sbGFyLmNvbS9oYy9lbi11cy9hcnRpY2xlcy8xOTM5MTA0ODkxNDgzOS1Ib3ctdG8tUHVyY2hhc2UtUmVwbGFjZW1lbnQtQ29sbGFycy11c2luZy1IYWxvLUNhcmUtb3ItSGFsby1Qcm90ZWN0aW9uBjsIVDoOc2VhcmNoX2lkSSIpNmY5ZGJkZjEtNGNiYi00ZmRhLWE3NGUtN2JmMTQ2MjY3ZmI3BjsIRjoJcmFua2kJOgtsb2NhbGVJIgplbi11cwY7CFQ6CnF1ZXJ5SSIOaGFsbyBjYXJlBjsIVDoScmVzdWx0c19jb3VudGkB0w%3D%3D--cddb8d287779caf45767d4115c5e3e366cc5e7ff] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 18:19:15 UTC | Status: CLOSED
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 18:19:17 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew
Customer (UCwQkS6w...) | 2025-09-16 18:26:37 UTC | halocollar.com
my collar has a critical error and says it needs to be replaced. what are my next steps
STATUS CHANGE | Customer (UCwQkS6w...) | 2025-09-16 18:26:37 UTC | Status: OPEN
System/AI | 2025-09-16 18:27:14 UTC | halocollar.com
Hi there! If your collar has a critical error and needs replacement, please check your email for a shipping address confirmation. Once you confirm your address, the replacement process will be completed. If you haven't received a confirmation email, make sure to check your spam or junk folders. If it's still not there, feel free to contact our live support for assistance with the replacement. Also, ensure your Halo account email is up-to-date to avoid any delays in communication. Let us know if there's anything else you need help with!
Customer (UCwQkS6w...) | 2025-09-16 18:36:32 UTC | halocollar.com
I have checked my email, it logged me into my account. now what
System/AI | 2025-09-16 18:36:58 UTC | halocollar.com
Great! Now that you're logged in, please confirm your shipping address in the email. This step is crucial to initiate the replacement process. If you need further assistance, feel free to reach out to our live support team. They'll make sure everything is on track for your collar replacement. Let us know if you need more information or help with anything else!
Customer (UCwQkS6w...) | 2025-09-16 18:38:01 UTC | halocollar.com
it doesn't ask for a confirmfurther assistance pleaseation
Customer (UCwQkS6w...) | 2025-09-16 18:38:12 UTC | halocollar.com
further assistance plz
System/AI | 2025-09-16 18:39:31 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 19:00:11 UTC
Live Team Notes Serial Numbers: 22h2192581rt FW: v.03.00.05 Issue/ Need: Warranty process Troubleshooting & Actions Taken: Reached out to CS as the option to send warranty email was not there Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
Agent (1LZgqfXS...) | 2025-09-16 19:29:33 UTC | halocollar.com
Thank you for reaching out to us regarding Jax's collar. After reviewing your request, we found that the collar is currently outside of the warranty period. However, we’d be happy to help with a replacement to ensure Jax is back up and running as soon as possible. I have sent an email with replacement options available to you.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 19:32:26 UTC | Status: CLOSED
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 20:12:40 UTC | Status: OPEN
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 20:12:45 UTC | Status: CLOSED

💬 Conversation: a5DE3G70R7OmdplidiBgWw

Messages 9
Customers 1
Duration 2025-09-16 18:18:26 UTC to 2025-09-16 19:37:56 UTC
Message Types EMAIL: 4, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:22:34 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 18:22:35 UTC
Live Team Notes Serial Numbers:24h3292573rt FW: Issue/ Need: WISMO - replacement Troubleshooting & Actions Taken: sent replacement tracking macro; hasn't shipped yet, confirmed Friday Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:22:36 UTC | Status: CLOSED
STATUS CHANGE | Customer (4WU0orJ7...) | 2025-09-16 19:02:00 UTC | Status: OPEN
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 19:37:56 UTC | Status: CLOSED

💬 Conversation: A_WhNHW0S36n1xRGd1psbQ

Messages 4
Customers 1
Duration 2025-09-16 18:21:05 UTC to 2025-09-16 18:28:18 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (FEM1cFoG...) | 2025-09-16 18:21:05 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 18:28:07 UTC
First and Last Name: Email: Phone Number: 18013304124 Collar SN: Collar FW: Collar Purchased From: Resources: Gladly Recap/TS: Pre-purchase questions Next Steps:
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:28:16 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:28:18 UTC | Status: CLOSED

💬 Conversation: j8mLcHCrQE-tPgyTc4-uyQ

Messages 5
Customers 1
Duration 2025-09-16 18:21:13 UTC to 2025-09-16 18:32:17 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (JiNIMvLW...) | 2025-09-16 18:21:13 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 18:32:04 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Judy Schliesman Email: judysbs@msn.com Phone Number: +15159880630 Collar SN: 23h3482281rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP Recap/TS: Cx has a collar that won't charge. Cx was sent a charging kit On AP, there is a diag error, but cx is oow Offered to let cx know her options but she cut me off midway to say they would consider other options. Offered to send the options via email, and she was okay with that. Next Steps: Sending email to cx
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 18:32:11 UTC
Added: 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 18:32:17 UTC | Status: CLOSED

💬 Conversation: CzkT5JViQY2WsXng6-7cWg

Messages 9
Customers 1
Duration 2025-09-16 18:21:40 UTC to 2025-09-16 18:49:28 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 5, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (8rN5PqcG...) | 2025-09-16 18:21:40 UTC | halocollar.com
Our dog has died and we will no longer need our Halo collar. Can you check my account to determine if we can transfer the collar to a different user?
System/AI | 2025-09-16 18:21:53 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 18:46:01 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 18:49:28 UTC | Status: CLOSED

💬 Conversation: qVP66nlmS52JZGbA3rPYpQ

Messages 5
Customers 1
Duration 2025-09-16 18:22:30 UTC to 2025-09-16 18:23:15 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 18:22:30 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: Questions about remote beacon Troubleshooting & Actions Taken: Explained they will get the set FB Can not assign beacons to specific dogs Resources Used (provide details): (KB articles, Slack posts, internal docs.): App AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 18:23:03 UTC
Ability to assign beacons to specific pet
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 18:23:13 UTC
Added: 9J6_cepqS5yGgLK5NOsVww, 5PPl2RS4TSeSg5z-6z7TAQ, knxFA9d_QvCvKSD3FB0LTQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 18:23:15 UTC | Status: CLOSED

💬 Conversation: 2KMvZ4acSHO-MyD7MOYWAg

Messages 3
Customers 1
Duration 2025-09-16 18:24:26 UTC to 2025-09-16 18:24:40 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Agent (R0Luxcqv...) | 2025-09-16 18:24:26 UTC | Status: OPEN
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 18:24:28 UTC
Disputing refund for 2 collars
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 18:24:40 UTC
Added: lE0X_KncQI6vMmRGK1vGrA

💬 Conversation: k21ZJCW4TIG-itYojV5i8g

Messages 4
Customers 1
Duration 2025-09-16 18:25:41 UTC to 2025-09-16 18:26:59 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:25:41 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:25:41 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:26:59 UTC | Status: CLOSED

💬 Conversation: f4njS3EyTOGUOZQUFyhs0g

Messages 5
Customers 1
Duration 2025-09-16 18:26:04 UTC to 2025-09-16 18:31:53 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (R5E5Av0q...) | 2025-09-16 18:26:04 UTC
AGENT NOTE | Agent (KLKzjzy9...) | 2025-09-16 18:31:43 UTC
Live Team Notes Serial Numbers: NA FW: Issue/ Need: Bought through amazon, never used wants to return Troubleshooting & Actions Taken: Advised she would need to contact amazon or the seller due to it being 2 months since purchase Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KLKzjzy9...) | 2025-09-16 18:31:52 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (KLKzjzy9...) | 2025-09-16 18:31:53 UTC | Status: CLOSED

💬 Conversation: S8zNEntUS6WTKrF4bPiLbg

Messages 9
Customers 1
Duration 2025-09-16 18:26:06 UTC to 2025-09-16 19:20:23 UTC
Message Types TOPIC_CHANGE: 3, CONVERSATION_NOTE: 3, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 18:26:06 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 18:32:59 UTC
Added: saLO9gP2TMeodivhS46y8Q
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 18:33:01 UTC
Live Team Notes Serial Numbers: 25h4175778rt FW: v.03.00.05 Issue/ Need: Cx is very frustrated about being on his fourth warranty so far this year and wants his collar to be expedited or overnighted Troubleshooting & Actions Taken: Told cx that was not possible but he said that the last time this happened to him the team was able to get it to him in less than two days Since cx was upset I went ahead and told him I could get this escalated to management so he can talk to them and he said he would like that very much Collected his phone info and he said any time would be a great time to call him Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 18:33:03 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 18:35:25 UTC
Manager Request Notes Customer Information Serial Number: 25h4175778rt Firmware Version: v.03.00.05 Order Number: AW-20250509-15756 Why is this being escalated? (What happened?) Cx is very frustrated about being on his fourth warranty What is the customer requesting? Cx wants his collar to be expedited or overnighted Told cx that was not possible but he said that the last time this happened to him the team was able to get it to him in less than two days Since cx was upset I went ahead and told him I could get this escalated to management so he can talk to them and he said he would like that very much What has already been done with the customer? (Previous steps taken?) He spoke to an agent about an hour ago and was already told that we would not be able to overnight his collar and they sent him an email telling him once we received shipping info we would send him an update Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone Phone number: 913-547-4432 Email address: justinfrey333@gmail.com Please do not promise a time frame for a response.
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 19:20:21 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) The cx is on their 4th REP and they want it overnighted. Recap (When/Where/What the customer wants) The cx is on their 4th replacement The cx is asking to have it overnighted. Is This Resolved/Follow-Up Required? Informed the cx we cannot overnight the collar. Sent $25 mem credit for inconvenience. Sent call schedule in case they'd like to discuss things further. If Follow Up Is Required (What/When) N/A Optional Additional Info:
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 19:20:23 UTC | Status: CLOSED

💬 Conversation: Z2u_iexiSoSh7vcuPq_kvg

Messages 7
Customers 1
Duration 2025-09-16 18:26:45 UTC to 2025-09-16 18:34:32 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (6remNlKU...) | 2025-09-16 18:26:45 UTC
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 18:30:44 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Thomas Harsh Email: tomharsh@hotmail.com Phone number: 14258905842 Collar SN: 24h3201253rt Collar Model: H3 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 207 Birch Banks Rd City: Sagle State: ID Postal code: 83860 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H3 Contact Tips (3.5mm) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 18:32:12 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 18:34:32 UTC | Status: CLOSED

💬 Conversation: YZi3jZPzTJmOwqgslTSq4g

Messages 6
Customers 1
Duration 2025-09-16 18:27:16 UTC to 2025-09-16 21:01:23 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:27:16 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:27:17 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:36:50 UTC | Status: CLOSED
STATUS CHANGE | Customer (s6u78-aA...) | 2025-09-16 21:01:23 UTC | Status: OPEN

💬 Conversation: tod4bo1KQgKx7FkBWWc5cg

Messages 11
Customers 1
Duration 2025-09-16 18:27:18 UTC to 2025-09-16 23:31:07 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 3, CHAT_MESSAGE: 4, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 20:29:01 UTC | Status: CLOSED
Customer (m-RDKkIS...) | 2025-09-16 23:04:23 UTC | halocollar.com
my collar is not holding a charge
STATUS CHANGE | Customer (m-RDKkIS...) | 2025-09-16 23:04:23 UTC | Status: OPEN
System/AI | 2025-09-16 23:04:54 UTC | halocollar.com
Hi there! If your Halo Collar isn't holding a charge, try these steps: Plug the collar into the charger and hold the power button for 15 seconds, then release. Remove it from the charger, let it fully discharge until it powers off, and rest it for at least 5 hours. Fully charge the collar uninterrupted to 100%. Keep an eye on the battery life for 48 hours. If the issue persists, please contact our support team for further assistance. Also, make sure your charging port is clean and dry before charging to prevent any issues.
Customer (m-RDKkIS...) | 2025-09-16 23:05:07 UTC | halocollar.com
I already tried this
System/AI | 2025-09-16 23:05:49 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 23:30:58 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Customer engaged with Sidekick Checking to make sure they are taken care of. Troubleshooting & Actions Taken: Emailed contact information/check-in email Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): None Next Steps: None
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:31:06 UTC
Added: I2CZ0SIRTmaCMlW-4xApLQ, SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:31:07 UTC | Status: CLOSED

💬 Conversation: 9LJwRkfZReOeJVxdMHxxfg

Messages 5
Customers 1
Duration 2025-09-16 18:28:47 UTC to 2025-09-16 18:36:29 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (oO0ofX9y...) | 2025-09-16 18:28:47 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 18:36:13 UTC
First and Last Name: Mac Weymouth Email: macweymouth@gmail.com Phone Number: 19088099435 Collar SN: 25h4309951rt Collar FW: v.03.00.05 Collar Purchased From: Direct to Consumer Resources: Gladly Ap Halo Website Recap/TS: The cx wants to know what size strap she needs to order to replace the Halo 4 strap she has now. I directed the cx to the Halo website and let her know that the Halo 4 strap does not have a size Sent follow-up email Next Steps: n/a
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:36:27 UTC
Added: yvre24KRS7mrSSqthtE0RA
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 18:36:29 UTC | Status: CLOSED

💬 Conversation: VxFLTOThTdqgcjMHWzYp_A

Messages 4
Customers 1
Duration 2025-09-16 18:29:06 UTC to 2025-09-16 18:30:46 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 18:30:44 UTC
Added: w4-N2LKvQhW0agGKylANbg, PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 18:30:46 UTC | Status: CLOSED

💬 Conversation: C8CU-WFWT36fnutLzOEveQ

Messages 6
Customers 1
Duration 2025-09-16 18:29:17 UTC to 2025-09-16 18:53:43 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (k9R_oeO7...) | 2025-09-16 18:29:17 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 18:51:56 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Jill Davila Email: swimmer391@hotmail.com Phone Number: +12704593320 Collar SN: 25h4307894rt Collar FW: Collar Purchased From: Halo Resources: AP Recap/TS: Cx says she called before placing an order for a collar. She said she had told the agent how big her dog was before the purchase, but the collar then arrived, and it was too big she then reached out and was told she should not have purchased it and that it would be dangerous to her dog. Her dog is a maltipoo and weighs 8lbs so she returned the collar, now she is calling to ask why she was not refunded completely. She is demanding a full refund saying it was our fault. She wants to know when the rest of her refund will come through Let cx know I am unable to provide that but will escalate to billing per slack Next Steps: Sending email to cx Escalating to billing
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 18:52:16 UTC
Full Name: Jill Davila Email Address: swimmer391@hotmail.com Serial Number: 25h4307894rt Order ID: RMA Ticket #: K6TU80RS What is the inquiry about? cx says she called before placing an order for a collar. She said she had told the agent how big her dog was, 8lbs, before the purchase, but the collar then arrived, and it was too big She then reached out and was told she should not have purchased and that it would be dangerous to her dog. So she returned, and now she is asking why she was not refunded completely. She is demanding a full refund, saying it was our fault that the first agent should have told her it was not right for her dog. Let cx know I would escalate to the team in charge Requested Action Cx wants a full refund on her return.
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 18:53:39 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 18:53:43 UTC | Status: CLOSED

💬 Conversation: F0J42yZNSDmI7YZBFjmUxw

Messages 3
Customers 1
Duration 2025-09-16 18:29:26 UTC to 2025-09-16 20:30:01 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (UsJWQoHv...) | 2025-09-16 18:29:26 UTC | halocollar.com
Create a fence
System/AI | 2025-09-16 18:30:00 UTC | halocollar.com
Hey there! To create a fence with your Halo Collar, just open the Halo App and tap 'My Map' in the bottom-left corner. Slide up the 'Find & Manage Pets' card, tap 'Add Fence', and place the marker on your property. You can enter your home address in the search bar and tap 'Create Fence'. The app will automatically generate a unique fence around your property based on public property lines and safety guidelines. For more detailed guidance, feel free to check out this link.
STATUS CHANGE | Unknown | 2025-09-16 20:30:01 UTC | Status: CLOSED

💬 Conversation: PUWfOz6sTOGwG1WIB4o6rA

Messages 8
Customers 1
Duration 2025-09-16 18:30:13 UTC to 2025-09-16 18:38:26 UTC
Message Types PHONE_CALL: 2, TOPIC_CHANGE: 2, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 18:30:13 UTC
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:30:19 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 18:36:11 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 18:38:23 UTC
Serial Numbers: 22h2431077rt FW: 03.00.05 Issue/ Need: Cx stated, "Was supposed to hear back from Halo with an email after speaking with a lady Thursday night. Have not seen an email yet about possible warranty coverage." Troubleshooting & Actions Taken: Called cx once, no answer Called cx again, no answer, left VM Resources Used: AP Next Steps: Follow up with General – Scheduled Call Follow Up – No Answer macro
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:38:25 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 18:38:26 UTC | Status: CLOSED

💬 Conversation: dwPCzic1SYm4Pq3yj7X8pw

Messages 2
Customers 1
Duration 2025-09-16 18:30:51 UTC to 2025-09-16 18:31:15 UTC
Message Types CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Agent (R0Luxcqv...) | 2025-09-16 18:30:51 UTC | Status: OPEN
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 18:31:15 UTC
Added: jjmywZ3VSKKjVyuw1USzJQ

💬 Conversation: l9_sS4kNTu-La6s6_kvRyg

Messages 4
Customers 1
Duration 2025-09-16 18:32:30 UTC to 2025-09-16 18:57:59 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (p7aP2NyT...) | 2025-09-16 18:32:30 UTC
AGENT NOTE | Agent (KLKzjzy9...) | 2025-09-16 18:57:52 UTC
Live Team Notes Serial Numbers: NA FW: Issue/ Need: pre-purchase questions for purchasing a collar Troubleshooting & Actions Taken: Explained the GPS< LTE and Bluetooth, fences and beacons to the cx Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly Halocollar.com [http://Halocollar.com] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KLKzjzy9...) | 2025-09-16 18:57:58 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (KLKzjzy9...) | 2025-09-16 18:57:59 UTC | Status: CLOSED

💬 Conversation: JsflDu7BSf6sasJyVgsMig

Messages 3
Customers 1
Duration 2025-09-16 18:32:41 UTC to 2025-09-16 18:38:10 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:38:10 UTC | Status: CLOSED

💬 Conversation: ntDP8u-FSqWObDBYr5mgvA

Messages 3
Customers 1
Duration 2025-09-16 18:34:04 UTC to 2025-09-16 21:32:09 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 18:34:04 UTC
Added: jN7nMmX-TGW78SajheFiSw, 3ca1rzwMR0yvknfMyIjr_g, mj_RH99OSYKd8pMTh-TZ2g
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 21:32:09 UTC
Live Team Notes Serial Numbers: 24h3300047rt FW: 01.25.03 Issue/ Need: Cx scheduled call for assistance with canceling their sub Troubleshooting & Actions Taken: While speaking with cx I found that they had not used their collar since they got it Cx tried to work with us back in December of 2024 but there was a misunderstanding and cx was not fully helped Cx has needed a warranty replacement but the last agent did not finish helping with this Cx also discussed that they were upset that the H4 came out a month or so after but they were told they could not upgrade Looking into some dates, it looks like they should have been able to exchange their collar At this point, cx originally just wanted to cancel their sub as they have not used their collar However, I was able to offer a warranty replacement and offered to personally help with their warranty and setup Sent my personal call link Cx also wanted to know if we could upgrade their collar during this process Reaching out for assistance with this option Finally, cx wants to know if we can refund their last annual payment as they did not use their collar any last year After our call I found a note that they were sent a $50 giftcard for membership credit Reaching out for further assistance with this option Will follow up with cx once I have more info Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.

💬 Conversation: Dz2lScnYR5iTxlztTzRG1g

Messages 5
Customers 1
Duration 2025-09-16 18:34:21 UTC to 2025-09-16 18:48:42 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 18:34:21 UTC
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 18:42:31 UTC
Live Team Notes Serial Numbers: 25h4193444rt FW: v.03.00.05 Issue/ Need: The pet pin is stuck and the dog is not receiving feedback. Cx has tried some TS on her own with information from the help center, but she hasn't had any luck Troubleshooting & Actions Taken: The cx does not have the collar with her to perform any troubleshooting I explained GPS level settings to her and advised I would send her instructions on how to take a look at those She will take a look at that email and then give us a call when she has the collar in hand Offered further assistance and mentioned survey Resources Used (provide details): (KB articles, Slack posts, internal docs.): How to Adjust My Collar’s GPS Signal Level Settings [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwgXWdD%2FBQQ6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJ3aHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzQ0MjM4MTMxOTE5NTktSG93LXRvLUFkanVzdC1NeS1Db2xsYXItcy1HUFMtU2lnbmFsLUxldmVsLVNldHRpbmdzBjsIVDoOc2VhcmNoX2lkSSIpMzY5MDlkYTMtZjc5YS00YjUyLTg3NjItNWIyNzc4NDljY2JmBjsIRjoJcmFua2kGOgtsb2NhbGVJIgplbi11cwY7CFQ6CnF1ZXJ5SSIOZ3BzIGxldmVsBjsIVDoScmVzdWx0c19jb3VudGlF--0426adb342f6f8b9cc306de41f68865bbd642d16] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 18:48:40 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, majmLeKgRJekuZZECNBxAQ
STATUS CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 18:48:42 UTC | Status: CLOSED

💬 Conversation: OUp8aZMfQdWPqTzl38BY3A

Messages 2
Customers 1
Duration 2025-09-16 18:35:04 UTC to 2025-09-16 18:35:21 UTC
Message Types CHAT_MESSAGE: 2
Customer (eUiP0E4P...) | 2025-09-16 18:35:04 UTC | halocollar.com
Hey our collar will not charge, we were sent a replacement charging kit and instructed to reach back out if it still does not work with the new charging kit
System/AI | 2025-09-16 18:35:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: yxg16m0sQJC9XWTdWx6wyA

Messages 3
Customers 1
Duration 2025-09-16 18:35:36 UTC to 2025-09-16 18:50:55 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 18:35:36 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx is gold-level member & having issues with utilizing HC Cx states it's charging them $199 for HC instead of $154 Recap (When/Where/What the customer wants) History; cx was previously told to TS issue with live support AP & Stripe; show cx has been gold level member since 9/18/2024 Cx has a new invoice coming up 9/18/25 Not sure why the gold level is not being reflected at checkout Is This Resolved/Follow-Up Required? FU - offering $50 GC reimbursement once cx places order with HC If Follow Up Is Required (What/When) Send cx $50 GC once HC order confirmed/received Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 18:50:55 UTC | Status: CLOSED

💬 Conversation: 3r_gpZHsRL6fTeAEkWfAlA

Messages 9
Customers 1
Duration 2025-09-16 18:38:04 UTC to 2025-09-16 18:56:41 UTC
Message Types PHONE_CALL: 1, EMAIL: 3, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (cljXyrre...) | 2025-09-16 18:38:04 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 18:41:50 UTC
Added: 4NylcZCDQ_-lGn_argWI_w
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 18:52:33 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Dan Woodruff Email: danielbdbw@tds.net Phone number: 16077254651 Collar SN: 25h4070834rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 30 Houghtaling Rd City: Port Crane State: NY Postal code: 13833 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Strap Kit - Graphite For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 18:52:54 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 18:56:40 UTC
Accessory Order Number-1660430
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 18:56:41 UTC | Status: CLOSED

💬 Conversation: 3h2rSchDQ0SoZnipeP6JEA

Messages 3
Customers 1
Duration 2025-09-16 18:38:25 UTC to 2025-09-16 18:38:27 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 18:38:25 UTC | Status: OPEN
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 18:38:27 UTC | Status: CLOSED

💬 Conversation: q3YctkJGR_KI1lcQdJw-ow

Messages 15
Customers 1
Duration 2025-09-16 18:38:52 UTC to 2025-09-16 20:04:45 UTC
Message Types TOPIC_CHANGE: 4, EMAIL: 4, CONVERSATION_NOTE: 4, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 18:38:52 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, SMYZ9ncRSIyKFeGsLX1pew
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 19:14:44 UTC
Live Team Notes Serial Numbers: 24h3181725rt FW: 02.08.11 Issue/ Need: Cx has 2 collars but only one is having major battery life issues Troubleshooting & Actions Taken: Collar is not lasting all day and dying much faster than the other collar Collar 24h3181725rt is only lasting about 4-5 hours at a time Cx is having to charge it 1-2 times during the day and then overnight Cx has tried several different TS with agents Has let collar fully die and then charge Has tried power cycle Cx has 2 collars and have tried both chargers At this time workbook shows it should be getting about 13 hours but is still dying after about 4-5 hours Due to past TS and still having issues, I am esc to eval team Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Workbook Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 19:22:38 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 24h3181725rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Battery Life Date & Time of Occurrence: The last few weeks but this morning it died after just a few hours of use Is the Issue Reproducible? (Yes/No – If Yes, include steps): Yes, has been happening the last few weeks Additional notes about the issue: Order info is missing in admin but reaching out for this in slack Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Cx has completed TS and it is still not staying charged Has let collar fully die and then charge Has tried power cycle Cx has 2 collars and have tried both chargers At this time workbook shows it should be getting about 13 hours but is still dying after about 4-5 hours 13 hours is still too low for an H3 Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) No Screenshots: (Yes/No) No System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) No App Logs (App issues): (Yes/No) No
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 19:23:00 UTC
Added: C601BWVnSViGn9DDMDr6WQ
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 19:49:41 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Zack's (24h3181725rt) Recap (When/Where/What the customer wants) Battery life Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Sending cx wr confirmation macro Optional Additional Info: Unit has an expected battery life of 13.4 hrs Unit has a sim not inserted err on 9/13 Unit is struggling to connect to the sim card and LTE connection Actual batter life is 11 hrs this is well below the acceptable levels for an H3 Unit is within wr and needs to be replaced
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 19:50:36 UTC | Status: CLOSED
STATUS CHANGE | Customer (Wodjxhyr...) | 2025-09-16 19:51:42 UTC | Status: OPEN
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 20:03:18 UTC
Removed: SMYZ9ncRSIyKFeGsLX1pew, C601BWVnSViGn9DDMDr6WQ
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 20:04:35 UTC
Live Team Notes Serial Numbers:24h3181725rt FW: Issue/ Need: WR offered Troubleshooting & Actions Taken: Confirmed offer in Gladly Added shipment info Submitted WR Address confirmed Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 20:04:45 UTC
Added: N_yHDZizTl2ll1otDSOr9Q
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 20:04:45 UTC | Status: CLOSED

💬 Conversation: S6ihL3vZSK-xSgisNs-boA

Messages 2
Customers 1
Duration 2025-09-16 18:39:09 UTC to 2025-09-16 18:39:11 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (KshEi1Yy...) | 2025-09-16 18:39:09 UTC
Added: Vc4PMz7yTqecSVPaJlmbZQ
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 18:39:11 UTC | Status: CLOSED

💬 Conversation: y3CSznAOR_GDgw6K6IQmBA

Messages 6
Customers 1
Duration 2025-09-16 18:39:45 UTC to 2025-09-16 21:37:55 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:39:45 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:39:45 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:40:08 UTC | Status: CLOSED
STATUS CHANGE | Customer (NhgHbO_c...) | 2025-09-16 21:37:55 UTC | Status: OPEN

💬 Conversation: HJUM2g0tSOaJA_vcvcZxzQ

Messages 6
Customers 1
Duration 2025-09-16 18:40:22 UTC to 2025-09-16 19:40:55 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:40:22 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:40:23 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:40:44 UTC | Status: CLOSED
STATUS CHANGE | Customer (flsdbLnE...) | 2025-09-16 19:40:55 UTC | Status: OPEN

💬 Conversation: z_lEGDpQQ0G6Imi6tFmHHg

Messages 4
Customers 1
Duration 2025-09-16 18:40:58 UTC to 2025-09-16 18:41:18 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:40:58 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:40:58 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:41:18 UTC | Status: CLOSED

💬 Conversation: v3BeODcSRsuHzfWvqFB81w

Messages 6
Customers 1
Duration 2025-09-16 18:41:37 UTC to 2025-09-16 18:54:09 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:41:37 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:41:38 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:41:57 UTC | Status: CLOSED
STATUS CHANGE | Customer (QDGJBKde...) | 2025-09-16 18:54:09 UTC | Status: OPEN

💬 Conversation: rAQotpdRQeyCDLwwjHvhNQ

Messages 4
Customers 1
Duration 2025-09-16 18:42:15 UTC to 2025-09-16 18:42:40 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:42:15 UTC
Added: VMJV3XpQT36TjMPwkXkCJw
AGENT NOTE | Agent (oXI3CnvV...) | 2025-09-16 18:42:17 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Bad CSAT Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call. Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: No
STATUS CHANGE | Agent (oXI3CnvV...) | 2025-09-16 18:42:40 UTC | Status: CLOSED

💬 Conversation: 2x4BbI8-TiGfi3xx6Za5oA

Messages 5
Customers 1
Duration 2025-09-16 18:42:18 UTC to 2025-09-16 19:06:03 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (7jevn6pj...) | 2025-09-16 18:42:18 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 19:05:55 UTC
First and Last Name: Karen Vial Email: cgfd13@gmail.com Phone Number: 16083017997 Collar SN: 25h4221875rt Collar FW: v.03.00.05 Collar Purchased From: Amazon Resources: Gladly AP Recap/TS: The cx purchased a Halo Collar from Amazon, but they can no longer use it and want to return the collar. The return window for Amazon has already passed Advised the cx to reach out to the seller through Amazon to ask if they can extend it within a certain time frame. Sent follow-up email Next Steps: n/a
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 19:06:01 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 19:06:03 UTC | Status: CLOSED

💬 Conversation: lkblCTIhQJCXtJP67eYteg

Messages 5
Customers 1
Duration 2025-09-16 18:43:31 UTC to 2025-09-16 20:46:24 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (dxNnx8lH...) | 2025-09-16 18:43:31 UTC | halocollar.com
I recently received a replacement collar for our dog Hera due to a defetive battery. The new collar is not registering on the app appropriately.
System/AI | 2025-09-16 18:44:17 UTC | halocollar.com
Hi there! To get your new collar working with the app, please make sure the collar is charged, Bluetooth is on, and the collar is within 50 feet of your phone. Next, open the Halo App and follow the steps to pair the collar via Bluetooth. Also, check that the app has all the necessary permissions and is updated to the latest version. If you're still having trouble, try resetting the collar by pressing the power button and following any additional troubleshooting steps in the app. If the issue continues, feel free to reach out to support for further assistance.
Customer (dxNnx8lH...) | 2025-09-16 18:45:09 UTC | halocollar.com
OK. I'll try that this evening when she is out with her collar next.
System/AI | 2025-09-16 18:45:36 UTC | halocollar.com
Great! Give that a try, and hopefully, everything will work smoothly. If you encounter any issues, don't hesitate to reach out. Have a wonderful evening with Hera and her Halo Collar!
STATUS CHANGE | Unknown | 2025-09-16 20:46:24 UTC | Status: CLOSED

💬 Conversation: SvqZrI2VSAeQlcfFLv70yQ

Messages 5
Customers 1
Duration 2025-09-16 18:46:32 UTC to 2025-09-16 18:51:44 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (60bX287_...) | 2025-09-16 18:46:32 UTC
Live Team Notes Serial Numbers: 25h4195531rt FW: 03.00.05 Issue/ Need: GPS inaccuracy/ delay Troubleshooting & Actions Taken: Submitted FW update for cx collar Had cx provide screen share of boundaries Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, T1 troubleshooting guide, slack [https://halocollarworkspace.slack.com/archives/D09FG6VJ3FF/p1758047729431769] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (60bX287_...) | 2025-09-16 18:50:07 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (60bX287_...) | 2025-09-16 18:51:42 UTC
Added: ZKYz4UsHRG6__sFoccYiEA
STATUS CHANGE | Agent (60bX287_...) | 2025-09-16 18:51:44 UTC | Status: CLOSED

💬 Conversation: DAYshDkjRHOk0dIYSekNKQ

Messages 6
Customers 1
Duration 2025-09-16 18:47:11 UTC to 2025-09-16 19:49:23 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 2
PHONE_CALL | Customer (Hy2meJK5...) | 2025-09-16 18:47:11 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 19:00:46 UTC
Live Team Notes Serial Numbers: 25h4091083rt FW: v.03.00.05 Issue/ Need: cx has been attempting to get an accessory order delivered that was delivered to a wrong address (Order ID: 1648647) cx has reached out several times for support with escalation to WISMO but cs has not heard back Order placed August 25 Troubleshooting & Actions Taken: ESCALATING TO MANAGER REQUEST FOR CX CONTACT AND SUPPORT Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. Manager Request Notes Customer Information Serial Number: 25h4091083rt Firmware Version: v.03.00.05 Order Number: 1648647 Why is this being escalated? (What happened?)cx has been attempting to get an accessory order delivered that was delivered to a wrong address (Order ID: 1648647) cx has reached out several times for support with escalation to WISMO but cs has not heard back Order placed August 25 What is the customer requesting? Cx would like to speak someone who can actually help her get her charger she ordered, she is very frustrated and needs help What has already been done with the customer? (Previous steps taken?) cx has reached out several times to support with escalation to WISMO, but cx never heard back and is upset but trying to be patient Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) PHONE CALL PLEASE LEAVE VOICEMAIL IF CX IS UNAVAILABLE Phone number: +13045660321 Email address: jeannie.davis@abc.edu Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 19:01:49 UTC
Added: y5p26f9RQxiykowWrcyu6Q
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 19:49:19 UTC
Added: J6SkFGXlQuSCNs7po8eoOQ

💬 Conversation: owtUkoVuReKKcz8jCiWKqA

Messages 6
Customers 1
Duration 2025-09-16 18:47:14 UTC to 2025-09-16 18:54:54 UTC
Message Types PHONE_CALL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 18:47:14 UTC
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 18:53:09 UTC
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 18:53:21 UTC
Added: jN7nMmX-TGW78SajheFiSw, WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 18:54:37 UTC
Live Team Notes Serial Numbers: NA FW: NA Issue/ Need: Cx scheduled a call for 2:45 pm est Troubleshooting & Actions Taken: Cx did not answer either call attempt Call request states "I received a notice of a critical error on our collar." It looks like warranty may have been handled yesterday Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 18:54:54 UTC | Status: CLOSED

💬 Conversation: moSFF8EuSPmChQV5SV4cEg

Messages 3
Customers 1
Duration 2025-09-16 18:48:14 UTC to 2025-09-16 18:48:19 UTC
Message Types CHAT_MESSAGE: 3
Customer (58e6EWI0...) | 2025-09-16 18:48:14 UTC | halocollar.com
There is a ridiculous amount of wear on our collar / case for 6 months of use. This is a $900 Cad investment for us and unfortunately the collar portion is already due for replaceme
Customer (58e6EWI0...) | 2025-09-16 18:48:15 UTC | halocollar.com
System/AI | 2025-09-16 18:48:19 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 6ff2R343SC-esmuyU_TQ8w

Messages 2
Customers 1
Duration 2025-09-16 18:48:39 UTC to 2025-09-16 18:49:13 UTC
Message Types CHAT_MESSAGE: 2
Customer (hhT1XBL5...) | 2025-09-16 18:48:39 UTC | halocollar.com
how can I reset my password
System/AI | 2025-09-16 18:49:13 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: -FSuXVjKRva4DN1g8wMaEg

Messages 2
Customers 1
Duration 2025-09-16 18:50:42 UTC to 2025-09-16 18:51:26 UTC
Message Types CHAT_MESSAGE: 2
Customer (ohgqKJlS...) | 2025-09-16 18:50:42 UTC | halocollar.com
The bolts unscrewed on my dogs collar and fell out. Where it latches
System/AI | 2025-09-16 18:51:26 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: fEtzO1sXS6-wbKC08q-ydQ

Messages 9
Customers 1
Duration 2025-09-16 18:51:03 UTC to 2025-09-16 19:33:12 UTC
Message Types TOPIC_CHANGE: 3, CONVERSATION_NOTE: 3, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 18:51:03 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 18:51:05 UTC
Live Team Notes Serial Numbers: Not added back. FW: NA Issue/ Need: Cx needed help with removing the collar so that they could give the gift it to someone else. Cx needs to cancel the plan. They have no dog. Troubleshooting & Actions Taken: Confirmed the collar was removed from the account. Cx still needs the plan cancelled. Push to billing for cancellation. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 18:53:27 UTC
Billing Team Escalation Notes Kathy Christensen kathy81580@gmail.com 20h1451533rt Subscription Start Date: 12/20/22 Reason for Escalation: Cx no longer uses the collar, and they need the Silver plan cancelled. Requested Action: Cancel the Silver plan. No billing info, so it's greyed out.
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 18:53:45 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 19:29:52 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx is looking to cancel sub as dog has passed away Recap (When/Where/What the customer wants) Per AP no collar is linked to the account Cx is enrolled in monthly sub plan start 12/2023 Per stripe sub is still active Cancelling sub immediately in stripe Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Sending email to cx that sub has been cancelled Optional Additional Info:
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 19:33:12 UTC | Status: CLOSED
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 19:33:12 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ

💬 Conversation: 9YaK6B94S0ahyHOXAt-KTw

Messages 5
Customers 1
Duration 2025-09-16 18:51:28 UTC to 2025-09-16 19:03:27 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (He-kPTyd...) | 2025-09-16 18:51:28 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 19:03:18 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Bryan Dunlavy Email: moreroundsplease@gmail.com Phone Number: +17207612002 Collar SN: 24h4415096rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP order status Recap/TS: cx got a diag error for one of his collars put in his address but says he did not receive any follow up email with tracking. Cx confirmed address 2 days ago. Let cx know the timeline of 3-5 business days. Let cx know to keep an eye out in his inbox and spam folder for the tracking info. Next Steps: Sending email to cx
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:03:24 UTC
Added: yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:03:27 UTC | Status: CLOSED

💬 Conversation: ach1EWKxQ4yDMc-0Z6eRzQ

Messages 5
Customers 1
Duration 2025-09-16 18:51:31 UTC to 2025-09-16 19:03:38 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 18:59:33 UTC
Added: GQRgRiz7SFeGBYuLHnqrzg
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 18:59:34 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx asking for an order number for defective collar (?) Cx has received replacement collar from AW-20250908-44676 Recap (When/Where/What the customer wants) Advising cx they can use the replacement immediately Advising they should have received a prepaid label to return defective collar Advising to keep case, strap, contact tips, etc Is This Resolved/Follow-Up Required? Resolved unless cx needs a new label sent If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 19:03:38 UTC | Status: CLOSED

💬 Conversation: mAF5fTnQSBihhZUJ3n1Akw

Messages 5
Customers 1
Duration 2025-09-16 18:54:07 UTC to 2025-09-16 19:25:04 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 19:24:37 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Rivets fell out of H4 strap Recap (When/Where/What the customer wants) Offered to send strap adj. kit Waiting for CX to confirm their address is the same as in August Is This Resolved/Follow-Up Required? Follow up If Follow Up Is Required (What/When) Place Acc order for strap adj kit once cx confirms their address Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 19:24:50 UTC
Added: w4-N2LKvQhW0agGKylANbg, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 19:25:04 UTC | Status: CLOSED

💬 Conversation: 6B_AC2xPTLeIHE5oekO4kA

Messages 7
Customers 1
Duration 2025-09-16 18:54:08 UTC to 2025-09-16 21:03:12 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 1
PHONE_CALL | Customer (3vL5SF24...) | 2025-09-16 18:54:08 UTC
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 19:24:54 UTC
Live Team Notes Serial Numbers:23h3453816rt FW:v.02.08.11 Issue/ Need: cx is not able to connect to wifi Troubleshooting & Actions Taken: cx has 2.4GHz network, it just spins in circle and wont connect to the wifi, unable to connect, the phone is on the same wifi, the router has been reset. Tried in the same room as router. Checked the phone connectioThe firmware has been pushed to update. tried getting the system logs through the app, also sent the email and cx said they dont have the computer to follow those instructions escalatin to CET. ○ Router brand/model T Mobile/TMO-G4AR ○ ISP T Mobile Resources Used (provide details): (KB articles, Slack posts, internal docs.): ap, kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.connect
AGENT NOTE | Agent (gJyogQbb...) | 2025-09-16 19:27:00 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN:23h3453816rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other):Wifi Date & Time of Occurrence: since Feburary as they switched to Tmobile Is the Issue Reproducible? (Yes/No – If Yes, include steps):yes Additional notes about the issue: cx has done the ts guide for wifi and still not able to connect Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting:Yes, not able to connect to the wifi Required Attachments (Check if Included) App Logs (App issues): (Yes/No)y
TOPIC CHANGE | Agent (gJyogQbb...) | 2025-09-16 19:29:50 UTC
Added: MrUs0OtWRey12B9IX1kW_Q
AGENT NOTE | Agent (-LDMlkjl...) | 2025-09-16 21:03:12 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) 23h3453816rt - Buddy WiFi connectivity Recap (When/Where/What the customer wants) cx has done the ts guide for wifi and still not able to connect Is This Resolved/Follow-Up Required? If Follow Up Is Required (What/When) Optional Additional Info: Azure Wifi status shows collar is connected to wifi with good signal strength WB diagnostic data details reports 255 WIFI pin fails almost daily for last 30 days WB telemetry shows no WIFI connection since june Pulling system logs

💬 Conversation: XQP2mCncQGy0vrd-TFHp9Q

Messages 5
Customers 1
Duration 2025-09-16 18:54:44 UTC to 2025-09-16 19:04:09 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (DkGAFxLv...) | 2025-09-16 18:54:44 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 19:03:57 UTC
First and Last Name: Tricia Kilgore Email: irish7385@aol.com Phone Number: 12602290386 Collar SN: 25h4124150rt Collar FW: v.03.00.05 Collar Purchased From: Direct to Consumer Resources: Gladly AP Recap/TS: Cx needs a return label Esc to RMA Label Request Sent follow-up email w/ Shipping - Expired Label Next Steps: n/a Label Request Notes RMA Number from Admin Portal- AW-988962 Reason for Request- The customer did not receive the Return Label Accessory or Collar- Collar Customer's Shipping Address- 1489 E 500 S-57 Churubusco, IN 46723 If the Shipping Address or the RMA Number is missing, we will not be able to send the label and the conversation will be sent back to you to complete
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 19:04:06 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 19:04:09 UTC | Status: CLOSED

💬 Conversation: sMyrqX7gSzKMSVH21j7mqw

Messages 4
Customers 1
Duration 2025-09-16 18:56:01 UTC to 2025-09-16 18:59:33 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 18:56:01 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, g5apmYsrTuGLWnaVZyD4ng, 2ne7xWQcT7SR-eLsslsIsQ
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 18:56:03 UTC
Live Team Notes Serial Numbers: 25h4302459rt FW: v.02.06.05 Issue/ Need: Cx just got collar; wants to set up fence now Troubleshooting & Actions Taken: Advised cx how to add fence via Halo app Cx cannot add a fence due to collar needing 2-3 days for GPS provisioning Told cx to try to add her fence after three days Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 18:59:33 UTC | Status: CLOSED

💬 Conversation: xkHb6wSGSHexd7bv6I6h3Q

Messages 5
Customers 1
Duration 2025-09-16 18:56:07 UTC to 2025-09-16 18:56:42 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:56:07 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 18:56:08 UTC
Live Team Notes Serial Numbers: 24h3044270rt - Oly FW: 02.08.11 Issue/ Need: Issue: DIAGREQ Troubleshooting & Actions Taken: Warranty Window Expired. 107 days passed since collar activation. Informed OOW replacement is done through HC or HPP. HC Silver: $179 + $9.99/month per collar. Resources Used (provide details): (KB articles, Slack posts, internal docs.): N/A Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:56:41 UTC
Added: 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 18:56:42 UTC | Status: CLOSED

💬 Conversation: LuMCHn8FS-aZ8i5SOIqNkw

Messages 4
Customers 1
Duration 2025-09-16 18:57:16 UTC to 2025-09-16 18:57:26 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 18:57:16 UTC
Live Team Notes Serial Numbers:24h4491112rt FW:v.03.00.05 Issue/ Need: Not Charging Cx called in bc collar isn't charging. Cx didnt have collar with them so unable to TS Advised to call back when hes home from work to TS Troubleshooting & Actions Taken: NA Resources Used (provide details): (KB articles, Slack posts, internal docs.):AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 18:57:23 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 18:57:26 UTC | Status: CLOSED

💬 Conversation: cGd5xlPVSbuT8ilWCrdJkQ

Messages 4
Customers 1
Duration 2025-09-16 18:57:29 UTC to 2025-09-16 18:59:16 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 18:57:29 UTC
New shipping label needed AW-20250726-35589 Tracking: 791942796489
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 18:59:10 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 18:59:16 UTC | Status: CLOSED

💬 Conversation: gvtkQ8ibTueQohboOzR81w

Messages 9
Customers 1
Duration 2025-09-16 18:58:41 UTC to 2025-09-16 19:42:40 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 3, CONVERSATION_NOTE: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 19:12:04 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 19:12:04 UTC
Billing Team Escalation Notes Affected Serial Number: 24h3301409rt FW: Order ID: RMA Ticket #: Subscription Start Date: Sept 16, 2024 Reason for Escalation: Cx wants their sub cancelled as they don't own the collar anymore. Cx has an outstanding balance. Requested Action: Cancel sub for cx
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 19:12:21 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 19:40:11 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx sold their collar and wants to cancel sub Recap (When/Where/What the customer wants) Per AP no collars attached to account Cx is enrolled in annual silver sub plan started 9/16/2024 Cx had failed payment on 9/16 Cancelling sub plan for cx immediately in stripe Is This Resolved/Follow-Up Required? y If Follow Up Is Required (What/When) Sending email to cx on cancel of plan Optional Additional Info:
TOPIC CHANGE | Agent (K5Oem0q0...) | 2025-09-16 19:42:39 UTC
Added: bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 19:42:40 UTC | Status: CLOSED

💬 Conversation: b_eGpVbMS3GqMfL0xBvNCw

Messages 6
Customers 1
Duration 2025-09-16 18:58:57 UTC to 2025-09-16 19:10:48 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (S8swkr3k...) | 2025-09-16 18:58:57 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 19:06:24 UTC
Added: rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 19:10:44 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Samantha Hoekstra Email: samjotom@gmail.com Phone Number: +19375721783 Collar SN: Collar FW: Collar Purchased From: Halo Resources: Gladly, AP, Returns Centre Recap/TS: Cx has been trying to return their collars since Aug 29. But never received a return label. A PRO had started cx's return via Returns Centre but did not email cx their return label. Cx has been trying for weeks to get a return label with other PROs. Email cx their return label, downloaded from Returns Centres since their return was already approved. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 19:10:48 UTC | Status: CLOSED

💬 Conversation: uSVHeyGxRe-U7OYonJWD6g

Messages 5
Customers 1
Duration 2025-09-16 18:59:58 UTC to 2025-09-16 19:21:12 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (7vNBD8op...) | 2025-09-16 18:59:58 UTC
AGENT NOTE | Agent (KLKzjzy9...) | 2025-09-16 19:20:58 UTC
Live Team Notes Serial Numbers: 25h4304999rt FW: 03.00.05 Issue/ Need: Incorrect feedback in the house Troubleshooting & Actions Taken: Followed TS steps: My dog receives prevention feedback while in the house Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KLKzjzy9...) | 2025-09-16 19:21:10 UTC
Added: E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (KLKzjzy9...) | 2025-09-16 19:21:12 UTC | Status: CLOSED

💬 Conversation: 9bqyg7fxTvGKk-TufqEDlg

Messages 5
Customers 1
Duration 2025-09-16 19:00:02 UTC to 2025-09-16 19:09:14 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (SLwL4c1f...) | 2025-09-16 19:00:02 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (SLwL4c1f...) | 2025-09-16 19:00:49 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (SLwL4c1f...) | 2025-09-16 19:01:09 UTC
Live Team Notes Serial Numbers:25h4150079th FW:v.03.01.02 Issue/ Need: Screws fell out Collar is missing 3 of the screws Troubleshooting & Actions Taken: Made sure the collar was still safe and effective to use and they said yes Will send out OTC asscessory replacement Customer indicated that they need to update mailing address in their profile, I will send those steps in the follow up email Replacement sent Order #1660428 Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Woocommerce Sku and inventory list [https://docs.google.com/spreadsheets/d/1Vmasywhjs_f63S2kDtLgKkuCDhgwymvdumiIMBGFOfY/edit?gid=1259955709#gid=1259955709] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (SLwL4c1f...) | 2025-09-16 19:09:14 UTC | Status: CLOSED

💬 Conversation: QbXbqtl_RiWgAZdh6u8t-g

Messages 2
Customers 1
Duration 2025-09-16 19:00:29 UTC to 2025-09-16 19:00:39 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:00:39 UTC | Status: CLOSED

💬 Conversation: Bi5EH0zrQcSMPeC4eGRWEg

Messages 4
Customers 1
Duration 2025-09-16 19:01:11 UTC to 2025-09-16 19:01:30 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (KiK-0-RR...) | 2025-09-16 19:01:11 UTC
Live Team Notes Serial Numbers: 25h4130280rt FW: v.03.00.05 Issue/ Need: Customer had wanted to know when his replacement collar would come Troubleshooting & Actions Taken: I had given him the status of the replacement and gave him a latest day based on our 3-5 business day timeframe Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KiK-0-RR...) | 2025-09-16 19:01:28 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (KiK-0-RR...) | 2025-09-16 19:01:30 UTC | Status: CLOSED

💬 Conversation: VLMYfOz3TmWAFcK6NnELIg

Messages 5
Customers 1
Duration 2025-09-16 19:02:02 UTC to 2025-09-16 21:27:07 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (iPmFQSPt...) | 2025-09-16 19:02:02 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 19:13:13 UTC
Live Team Notes Serial Numbers: 25h4120959rt FW:v.03.00.05 Issue/ Need: cx was expecting a call from a manager about a return outside of the Return Window but has not heard back and I do not see notes about a management escalation Troubleshooting & Actions Taken: ESCALATE - Manager Request _ Return Outside Return Window Resources Used (provide details): (KB articles, Slack posts, internal docs.): Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. Manager Request Notes Customer Information Serial Number: 25h4120959rt Firmware Version: v.03.00.05 Order Number: 1586661 Why is this being escalated? (What happened?) cx was expecting a call from a manager about a return outside of the Return Window but has not heard back and I do not see notes about a management escalation and cx is still wanting to return her collar for a refund outside the return window What is the customer requesting? To speak to amanger about her return and refund request as she is outside of the return window but feels she should be refunded for her purchase What has already been done with the customer? (Previous steps taken?) Cx was escalated to billing team but didn;t hear back there is a note to help return if eligible Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) PHONE CALL Phone number: +15853109982 Email address: alm398@pitt.edu Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 19:13:36 UTC
Added: y5p26f9RQxiykowWrcyu6Q
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 21:27:07 UTC | Status: CLOSED

💬 Conversation: 4oah_4ZXQB6viVqFwhfjyw

Messages 5
Customers 1
Duration 2025-09-16 19:02:26 UTC to 2025-09-16 19:07:21 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 19:06:27 UTC
Added: GQRgRiz7SFeGBYuLHnqrzg
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 19:06:28 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx asking about returning a defective collar that has already been replaced Recap (When/Where/What the customer wants) Advising that collar needs to be returned Is This Resolved/Follow-Up Required? resolved If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 19:07:21 UTC | Status: CLOSED

💬 Conversation: a3DdPeaOToK5xFWsnqZTkA

Messages 3
Customers 1
Duration 2025-09-16 19:03:48 UTC to 2025-09-16 21:04:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (tnql0cvO...) | 2025-09-16 19:03:48 UTC | halocollar.com
How do I connect my halo collar to WiFi ?
System/AI | 2025-09-16 19:04:24 UTC | halocollar.com
To connect your Halo Collar to WiFi, open the Halo App, go to Settings > My Collars, and select your pet's collar. Tap Wi-Fi to scan for networks, choose your 2.4 GHz Wi-Fi network, and enter the password to confirm. Make sure your phone is on the same network during setup. The collar supports only 2.4 GHz or merged dual-band networks and cannot connect to 5 GHz-only or hidden networks. For optimal performance, keep your collar firmware updated and check Wi-Fi diagnostics in the app if issues arise.
STATUS CHANGE | Unknown | 2025-09-16 21:04:31 UTC | Status: CLOSED

💬 Conversation: lw7uIrhZQfOy5vhUUL0MYg

Messages 7
Customers 1
Duration 2025-09-16 19:03:52 UTC to 2025-09-16 21:06:31 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (gCHBPtPQ...) | 2025-09-16 19:03:52 UTC | halocollar.com
I just ordered a Halo collar for my pet, does that come with training beacon?
System/AI | 2025-09-16 19:04:31 UTC | halocollar.com
The Halo Collar doesn't include a training beacon in the package. However, you can purchase Zone Beacons separately from the Accessories Page on our website. Zone Beacons enhance the Halo system by creating custom safe zones or restricted areas for your dog, but they aren't required for the collar to function. You can fully utilize the Halo Collar's features without a beacon.
Customer (gCHBPtPQ...) | 2025-09-16 19:05:07 UTC | halocollar.com
So I can use the zone beacon as a training beacon to start?
System/AI | 2025-09-16 19:05:34 UTC | halocollar.com
Absolutely! You can use a Zone Beacon just like a training beacon. It helps create custom safe or restricted areas and provides boundary cues for training purposes. This feature enhances training sessions by marking specific zones for your dog to avoid, supporting training both indoors and outdoors. While it's effective, it's optional and not necessary to start using the Halo Collar.
Customer (gCHBPtPQ...) | 2025-09-16 19:05:45 UTC | halocollar.com
Awesome! Thank you!
System/AI | 2025-09-16 19:06:05 UTC | halocollar.com
You're welcome, Matt! If you have any more questions or need further assistance, feel free to reach out. Enjoy using your Halo Collar with your pet! 🐶😊
STATUS CHANGE | Unknown | 2025-09-16 21:06:31 UTC | Status: CLOSED

💬 Conversation: epfknLmjTimmBEyQK9tJCQ

Messages 3
Customers 1
Duration 2025-09-16 19:04:34 UTC to 2025-09-16 19:07:14 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:04:34 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - refund update Recap (When/Where/What the customer wants) RMA 2SVKSJKJ for order 1649971 - is showing resolved in AS & cx refunded $587.43 on 9/11 ARN: 24011345255100102956725 Cx still has collar linked to account that was purchased through Amazon Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:07:14 UTC | Status: CLOSED

💬 Conversation: E6OqSK2PTXOCyTDQX7OKxA

Messages 3
Customers 1
Duration 2025-09-16 19:04:58 UTC to 2025-09-16 21:05:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (GXdJ822v...) | 2025-09-16 19:04:58 UTC | halocollar.com
I fit the collar to my dog. I need the rest of the training to learn how to use the collar and set up fences, etc.
System/AI | 2025-09-16 19:05:29 UTC | halocollar.com
Hi there! To complete your Halo Collar training and set up fences, use the Halo App's in-app training feature. Start by accessing the "Learn" tab in the app, where you'll find step-by-step lessons and videos. These lessons will guide you through properly fitting the collar, setting up the whistle feature, training your dog to respond to cues, and creating virtual fences. Remember, consistent daily practice is key to effective training. For detailed guidance, check the Halo Training Overview.
STATUS CHANGE | Unknown | 2025-09-16 21:05:31 UTC | Status: CLOSED

💬 Conversation: maURGxliS26MGG3jtRy_ow

Messages 5
Customers 1
Duration 2025-09-16 19:05:24 UTC to 2025-09-16 19:12:44 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 19:09:13 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: The customer has sent empty app logs No account found under email address: bakonurs@icloud.com Troubleshooting & Actions Taken: Sent an email to the customer Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 19:12:44 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 19:12:44 UTC | Status: CLOSED

💬 Conversation: nYz7yftiSP-kSFWaoBD0Lg

Messages 3
Customers 1
Duration 2025-09-16 19:10:08 UTC to 2025-09-16 19:11:55 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:10:08 UTC
New shipping label: AW-20250726-35486 Tracking: 791942837699
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:11:55 UTC | Status: CLOSED

💬 Conversation: cVgFTtS5SjmMk6i6JLlgaw

Messages 4
Customers 1
Duration 2025-09-16 19:10:51 UTC to 2025-09-16 19:12:48 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 19:10:51 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) The cx purchased a collar second hand that still linked to OG acc. Recap (When/Where/What the customer wants) The cx is asking us to remove a collar they purchased second hand from the OG customer's acc. We have tried reaching out to the OG cx with no response. Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Inform the cx we cannot remove the collar from their acc. Optional Additional Info:
TOPIC CHANGE | Agent (KshEi1Yy...) | 2025-09-16 19:12:45 UTC
Added: Vc4PMz7yTqecSVPaJlmbZQ
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 19:12:48 UTC | Status: CLOSED

💬 Conversation: AmVIAYGYSTC5zxi1kUDu7Q

Messages 1
Customers 1
Duration 2025-09-16 19:11:01 UTC to 2025-09-16 19:11:01 UTC
Message Types EMAIL: 1

💬 Conversation: 3SSG6JHlRd-nQEsVPQWHAQ

Messages 6
Customers 1
Duration 2025-09-16 19:13:38 UTC to 2025-09-16 19:28:43 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (5aC0O7oM...) | 2025-09-16 19:13:38 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 19:27:44 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Kelly Daugett Email: kellydaugettphotos@gmail.com Phone Number: +18506988363 Collar SN: 25h4193570rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP cs order tracking Recap/TS: Cx had a warranty that was submitted on the 8th of September Cx was told it will take 3-5 business days, it has been over that and cx has still not received it. Reaching out to RMA Next Steps: Sending email to cx
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 19:28:09 UTC
Full Name: Kelly Daugett Email Address: kellydaugettphotos@gmail.com Serial Number: 25h4193570rt Order ID: RMA Ticket #: AW-20250908-44691 What is the inquiry about? Cx had a warranty that was submitted on the 8th of September Cx was told it would take 3-5 business days; it has been over that, and cx has still not received it. The history page on AP shows the collar was removed on the 8th, and cx confirmed this was the day it was submitted. However, the warranty has been on RMA created in NetSuite status for 4 days only Requested Action Kindly look into the cx warranty AW-20250908-44691 if there is an issue
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:28:16 UTC
Added: U-i1ECnGRuuQs6yo6MyFzw
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:28:43 UTC | Status: CLOSED

💬 Conversation: GlOAr0VnRVGawXa8gQQkbA

Messages 6
Customers 1
Duration 2025-09-16 19:15:49 UTC to 2025-09-16 19:29:30 UTC
Message Types TOPIC_CHANGE: 2, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 19:15:49 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 19:18:41 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 19:29:25 UTC
Serial Numbers: 24h4471308rt FW: 03.00.05 Issue/ Need: Cx stated, "Snoop got out, but the collar was unable to be located, even though there was plenty of charge left on the collar. Does it only do WiFi or Bluetooth? How do I turn on the GPS? Why won’t it show up? This collar is really pricey, but Snoop has a tendency to run, and he just moved in with us. I knew that if he got out, I’d be in a bad position to find him. So now I’m in that position, crying my eyes out, hoping he doesn’t get hit by a car, and I’m having major anxiety issues. This was supposed to stop all that from happening. I’m really frustrated and will probably spend most of the night out looking for the dog, hoping he can be found. Did I waste my money???" Cx asked how the collar tracks their dog Troubleshooting & Actions Taken: Educated that the collar is designed to keep pets inside the fence, not as a full-time tracking device Explained it can track location within a certain distance, but weak LTE/Wi-Fi signal limits accurate updates to the app Resources Used: AP Next Steps: Follow up with Cx to confirm understanding and provide supporting KB articles if needed
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 19:29:30 UTC
Added: yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 19:29:30 UTC | Status: CLOSED

💬 Conversation: hRDjLe8aQc-D2KzK67LTHw

Messages 6
Customers 1
Duration 2025-09-16 19:16:43 UTC to 2025-09-16 19:40:28 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 1
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 19:16:43 UTC
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 19:33:32 UTC
Live Team Notes Serial Numbers: 25h4192071rt FW: v.03.00.05 Issue/ Need: Cx is not using her collar and wants to return it, but she is out of the return window by 17 days Troubleshooting & Actions Taken: Cx would like to return the collar She is 17 days out of window I advised that the window is closed and we are unable to reopen it. I did send her a $50 gift card to cover the membership costs she has paid already as she's been paying without having used the collar She's returning because her home is in the woods and the GPS is not reliable with the amount of tree coverage she has I assisted her in cancelling her account I also unlinked the collar in her app so that it can be reused by someone else I advised selling the collar as it's a new H4 Advised I will send this up to our billing team to see if we can get a reimbursement for the membership from now until April 2026, as she paid for the annual bronze membership Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP for OTPC x2 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 19:39:21 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4192071rt FW: 03.00.05 Order ID: 1603803 RMA Ticket #: Subscription Start Date: May 21, 2025 Reason for Escalation: Cx has not used the collar. She's cancelled her account and unlinked the collar in the app. She's going to try selling the collar. She signed up for a bronze annual plan. I did send a $50 GC to cover the months that have already passed since she signed up, but can we reimburse her for the rest of the annual amount? Requested Action: I did send a $50 gc to cover the months that have already passed since she signed up, but can we reimburse her for the rest of the annual amount?
TOPIC CHANGE | Agent (xJ3NOJLY...) | 2025-09-16 19:40:28 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, Ii15gFsBROyE57fDr6LWlw, jjmywZ3VSKKjVyuw1USzJQ

💬 Conversation: oerBWjJtRT2vpf2ru2RmyA

Messages 4
Customers 1
Duration 2025-09-16 19:17:27 UTC to 2025-09-16 19:19:32 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:17:27 UTC
New Shipping Label AW-20250902-43531 Tracking: 791942857690
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 19:17:34 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:19:32 UTC | Status: CLOSED

💬 Conversation: bj5pv-CdQLCSnsHroAciag

Messages 5
Customers 1
Duration 2025-09-16 19:18:00 UTC to 2025-09-16 21:20:42 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (T2fuuAdr...) | 2025-09-16 19:18:00 UTC | halocollar.com
how to tell when the collar is completely charged
System/AI | 2025-09-16 19:18:29 UTC | halocollar.com
You can tell when your Halo Collar is fully charged by looking at the indicator light. A solid green light means it's completely charged. To charge the collar, use the provided USB-C charging cable and a compatible USB-C wall charger. It usually takes about 2 to 2.5 hours to fully charge. Make sure the charging port is clean and dry before charging for the best connection.
Customer (T2fuuAdr...) | 2025-09-16 19:20:01 UTC | halocollar.com
If my dog is not responding to the audible fence warning what should o do
System/AI | 2025-09-16 19:20:31 UTC | halocollar.com
Hey there! If your dog isn't responding to the audible fence warning, you can adjust the feedback settings in the Halo App. Start by testing the sound feedback at the lowest level in a quiet room and gradually increase it until your dog consistently responds. Make sure the collar is fitted correctly and the feedback settings are appropriate for your dog's sensitivity. Regular training and positive reinforcement can also help improve your dog's response to the warnings. If issues persist, revisiting the Halo training program might be beneficial.
STATUS CHANGE | Unknown | 2025-09-16 21:20:42 UTC | Status: CLOSED

💬 Conversation: toN1i4wlQFSdls5-HGZfoA

Messages 8
Customers 1
Duration 2025-09-16 19:18:41 UTC to 2025-09-16 19:40:51 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (SoDLkbdt...) | 2025-09-16 19:18:41 UTC | halocollar.com
Has my replace collar shipped?
System/AI | 2025-09-16 19:19:09 UTC | halocollar.com
Hi there! You can track the shipping status of your replacement collar using your order number and email on the Order Status Dashboard. Once it's shipped, delivery usually takes 3–5 business days. If you haven't received a shipping confirmation email, please check your inbox, spam, or junk folders. If you still have questions or need further assistance, feel free to reach out to our live support team for help.
Customer (SoDLkbdt...) | 2025-09-16 19:19:51 UTC | halocollar.com
I can’t get into my email…can I get my shipping status here
System/AI | 2025-09-16 19:20:35 UTC | halocollar.com
Hi there! To check your shipping status, please use the Order Status Dashboard with your order number and email. If you run into any issues or need more help, feel free to contact our live support team. They're ready to assist you with your order status!
PHONE_CALL | Customer (oB2aGJa1...) | 2025-09-16 19:32:16 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 19:40:48 UTC
Added: oa5e98htSpOozRqx9wftLg, zHerDDHSRyKoaFtPZdCcew
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 19:40:49 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Sara Burkel Email: aburkel1978@gmail.com Phone Number: Collar SN: 24h4493117rt Collar FW: v.03.00.05 Collar Purchased From: Scheels Resources: Gladly, AP Recap/TS: Cx's collar reported a critical issue. Cx is unable to confirm address until cx recovers password for their email. Cx will atttempt to recover password for their email. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 19:40:51 UTC | Status: CLOSED

💬 Conversation: cY58t5DaTueJ0hfyOgsmvA

Messages 4
Customers 1
Duration 2025-09-16 19:19:57 UTC to 2025-09-16 19:22:53 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 19:19:57 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:21:45 UTC
New shipping label: AW-20250810-38763 Tracking: 791942871628
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:22:53 UTC | Status: CLOSED

💬 Conversation: iZal-Pq2RFK9yn0Eexv6xA

Messages 7
Customers 1
Duration 2025-09-16 19:20:27 UTC to 2025-09-16 23:22:38 UTC
Message Types EMAIL: 4, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 19:41:10 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Kim Gengler Email: kimmyscell@icloud.com Phone Number: Collar SN: Collar FW: Collar Purchased From: Resources: Gladly, AP Recap/TS: Cx sent empty logs. Cx 's emial not associated with any account. Email cx "Halo Collar App Logs Received" and to confirm email associated with the account. Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 19:41:11 UTC | Status: CLOSED
STATUS CHANGE | Customer (sFWDv7r4...) | 2025-09-16 23:22:38 UTC | Status: OPEN

💬 Conversation: FNh-UH5pT6euT3yHHuLJEQ

Messages 4
Customers 1
Duration 2025-09-16 19:24:15 UTC to 2025-09-16 19:24:37 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 19:24:15 UTC
Live Team Notes Serial Numbers: 23h3360696rt FW: v.02.08.11 Issue/ Need: Got notification collar has malfunction Troubleshooting & Actions Taken: Adv collar needs to be replaced but its OOW Cx already has HC on her account- adv to use this option as it is cheaper Adv on pricing and how to replace Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 19:24:36 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew, 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 19:24:37 UTC | Status: CLOSED

💬 Conversation: JXv0ChEXTzGZ2iXPnMF4Cw

Messages 3
Customers 1
Duration 2025-09-16 19:27:29 UTC to 2025-09-16 21:28:57 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (oTW528T9...) | 2025-09-16 19:27:29 UTC | halocollar.com
Moose’s collar hasn’t picked up gps in a few weeks. Is there any way to repair this issue?
System/AI | 2025-09-16 19:28:15 UTC | halocollar.com
Hi there! To fix the GPS issue with Moose's collar, try reinitializing the GPS. Take the collar outside to an open area with a clear view of the sky, away from buildings and trees. Keep it still until the GPS light changes to green (Halo 4) or blue (Halo 3/older). This indicates the GPS is active. Make sure the collar is charged and connected to Wi-Fi for the best performance. Keeping the firmware updated can also improve GPS accuracy. If the problem continues, feel free to reach out to our support team for more help.
STATUS CHANGE | Unknown | 2025-09-16 21:28:57 UTC | Status: CLOSED

💬 Conversation: GRZMClTsTQmHDR6L97tQvA

Messages 9
Customers 1
Duration 2025-09-16 19:27:52 UTC to 2025-09-16 19:38:09 UTC
Message Types CHAT_MESSAGE: 3, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (I3vTHDTf...) | 2025-09-16 19:27:52 UTC | halocollar.com
Flashes collar continues to lose Wi-Fi connection. I have followed all instructions from the dog park and still he lose. It loses connection. My Wi-Fi is fine working appropriately. What do you suggest?
System/AI | 2025-09-16 19:28:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 19:34:05 UTC
Live Team Notes Serial Numbers: 25h4113414rt FW: 03.00.05 Issue/ Need: Cx looks to need assistance with a collar that is not connecting to the cx's WiFi network. Cx states that the WiFi is working properly Troubleshooting & Actions Taken: -Cx reached out via chat will update cx with next steps Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
Agent (LZsYfs6M...) | 2025-09-16 19:34:32 UTC | halocollar.com
Good afternoon Annie,
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 19:36:21 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 19:36:46 UTC
Live Team Notes Annie Malone Serial Numbers: 25h4113414rt FW: 03.00.05 Issue/ Need: cx states her collar is not keeping WIFI connection keeps drop been going on for about month Troubleshooting & Actions Taken: Asking cx if she can share screen cx states she is uncomfortable sharing her screen Asked cx if she can take a screenshot of her halo app if she was okay doing that cx say yes Call dropped Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 TS Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 19:36:46 UTC
Added: OeTzDXf5Qt2378nYRu_ilw, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 19:38:09 UTC | Status: CLOSED

💬 Conversation: 7XzzTTzBQZqFq-F8RSYGZg

Messages 7
Customers 1
Duration 2025-09-16 19:28:43 UTC to 2025-09-16 20:24:13 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (iUQDDxl1...) | 2025-09-16 19:28:43 UTC | halocollar.com
warranty
System/AI | 2025-09-16 19:29:29 UTC | halocollar.com
Hi there! Halo Collars come with a 1-year non-transferable warranty from the initial activation date, covering defects in parts or workmanship. We'll repair or replace the collar at no charge. To start a warranty replacement, just reach out to our customer support for guidance. If you get a diagnostic error, check your email for a shipping confirmation. For more details on the warranty process, including what's covered and how to confirm your shipping address, please visit our Order Status Dashboard.
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 20:21:49 UTC
Live Team Notes Serial Numbers: 24h3311686rt Lucy's (AW-20250612-24375 - added Jun 24, 2025 6:09 PM) SN 23h3402234rt Koda (order 1332806 - added Jan 11, 2024 7:22 PM) SN 23h2060583rt - Toby's FW: v. 02.08.11 Applied Issue/ Need: 1. Got a warranty replacement on Lucy's collar not too long ago and ever since then, they have had horrible connection problems They called before, tried TS and several things, but nothing has worked The collar is not giving any feedback 2. Koda's collar they have not been using it. They called a while ago, had mysterious issues, and they did some TS but the collar does not work for a long time It would only stay charged for like 6 hrs. 3. How much warranty is left on Toby's collar? Troubleshooting & Actions Taken: 1. SN 24h3311686rt - Lucy's Warranty Window: Will be expired on Jun 24, 2026 6:09 PM AP shows Battery level 80% Last heard a few seconds ago Asked her to share the screen She did not have the option to share the screen nor to minimize, although she said that she was on the App, it was redirected to the website to find the link to connect with us Asked her to send me a picture of the feedback settings She said that she has already tried checking the feedback settings, they work when she test them on the collar but not when the collar is on the dog outside on the fence line Also she said that the collar won't send her updates to the phone, so she has to remove the collar from the dog and then put it back for it to update Asked if is possible the collar is loosening up on his neck She has already tightened it up If she is beside the dog the collar will connect but if not, it won't The collar is right now inside the house with her so no options to send a screenshot of the Pet Card showing it disconnected now No option to share the screen Sent the latest FW software 03.01.02 PRODBETA and asked her to leave it on the charger for 20-30 min and then take it outside to initialize it Advised that it will take a couple of days to recalibrate so call us on the third day if the issues persist, calls us from the App so can screen share and record Also I did not find any calls the collar for this dog after it was replaced 2. SN 23h3402234rt Koda (order 1332806 - added Jan 11, 2024 7:22 PM) Warranty Window Expired. 248 days passed since collar activation. It looks as though there was a critical issue on this collar by the looks of AP (screenshot) Asked her to go to Settings Koda's >CollarDiagnostics >Scan Result 11 weeks ago so there was no critical issues AP shows Battery level 4% Last Heard Jun 29, 2025 2:36 PM Asked on Slack to confirm if they can see on WB any DIAGREQs Quinn confirmed there is nothing reported on 3 the last three months Asked the cx to connect the collar to the charger with the cable facing up and lying flat on a surface The Cover was ON so I asked her to remove it Removed the cover and the light went off Few seconds later the charging light came back ON The Pet Card shows it's charging Waited 5 min Asked her to check again on the Pet Card, still showing 0% AP shows Battery level 0%Last Heard a few seconds ago She said that they already tried the magnetic adaptors, a bunch of different halo cords, since they have 3 collars, they tried switching them on the charging port is clean, the connectors, pins on the port are all fine too Hard reset Vibration LED is still blinking green as if it's charging Waited 1 min AP shows Battery level 0% Last Heard 3m ago Shows it's at 3% on Settings Asked her to let it charge to 100%, then use it as normal and let it die to 0%, wait 5 hrs before charging it again and monitor it for the next two days She said that they already tried all that last time they did the TS Advised then the collar needs to be replaced, as it is OOW talked about Halo Care upgrade again, paying $174 3. SN 23h2060583rt - Toby's There is no purchase details on AP Asked if they purchased it on the same order, although it seems the other two collars had different order numbers, and they were added about the same time Searched on the spreadsheet and did not find info She had to go so will look for the order info to provide it next time she calls Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Collars Missing Purchase Details on AP spreadsheet Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 20:24:07 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yUdj74HoRguBsTQ2B0ZktA, tWVb8l74TQWoFOK-wNWbdw, SMYZ9ncRSIyKFeGsLX1pew, 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 20:24:13 UTC | Status: CLOSED

💬 Conversation: VRe1GL0iTmmK_SzNZeTsdg

Messages 4
Customers 1
Duration 2025-09-16 19:29:01 UTC to 2025-09-16 19:30:44 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 19:29:01 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:29:35 UTC
New shipping label: Tracking: 791942897661 AW-20250810-38776
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:30:44 UTC | Status: CLOSED

💬 Conversation: imT56TqdS7aEIZe5PQbG9w

Messages 11
Customers 1
Duration 2025-09-16 19:29:29 UTC to 2025-09-16 20:38:54 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 4, EMAIL: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (lthymPKi...) | 2025-09-16 19:29:29 UTC
AGENT NOTE | Agent (3RoJgjXU...) | 2025-09-16 19:43:29 UTC
Live Team Notes Serial Numbers:25h4193729rt FW:03.00.05 Issue/ Need:Cx called due to the collar not shocking anymore. Cx stated they have went through all the necessary troubleshooting for it. Troubleshooting & Actions Taken: Tested the static and cx isnt feeling it. Submit to engineering Resources Used (provide details): (KB articles, Slack posts, internal docs.):Gladly, Admin Please complete all steps in the Tier 1 Troubleshooting Guide before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (3RoJgjXU...) | 2025-09-16 19:57:58 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN:25h4193729rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Static, Lagging Pet Pin, Date & Time of Occurrence:Aug 16, 2025 for Static, 9/16/25 2:30 pm/3:30 pm Est Lagging Pet Pin Is the Issue Reproducible? (Yes/No – If Yes, include steps):Yes, had cx turn fence back on and test the static on collar. For the pet pin, had cx gently shake the collar to see if it would start moving and it didnt. Additional notes about the issue: Troubleshooting Summary Tier 1 TSing Steps Completed:(Y/N) & Outcome of Troubleshooting: Required Attachments (Check if Included) Screen Recording with narration: (Yes/No)No Screenshots: (Yes/No)Yes System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No)No App Logs (App issues): (Yes/No)No
AGENT NOTE | Agent (3RoJgjXU...) | 2025-09-16 20:06:55 UTC
Tried a hr on collar to see if it will move, but pet pin is still stuck.
TOPIC CHANGE | Agent (3RoJgjXU...) | 2025-09-16 20:09:09 UTC
Added: jwlJ3FbQTW2nPlHkhIkBIA
TOPIC CHANGE | Agent (3RoJgjXU...) | 2025-09-16 20:09:42 UTC
Added: Z3qy_B6uR8CPWZWZA-uJWg
AGENT NOTE | Agent (iBPLP4RB...) | 2025-09-16 20:37:52 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Collar with Issue's SN:25h4193729rt Recap (When/Where/What the customer wants) Static, Lagging Pet Pin had cx turn fence back on and test the static on collar. For the pet pin, had cx gently shake the collar to see if it would start moving and it didnt. Is This Resolved/Follow-Up Required? N If Follow Up Is Required (What/When) Optional Additional Info: Screenshot was submitted, not a screen recording as required per Tier 1 TS Guide. Issues reported to have occurred today, so I need to check collar logs and Workbook diagnostic data once it is generated tonight. The collar is not connected to a wi-fi network, which will impact GPS accuracy.
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 20:38:54 UTC | Status: CLOSED

💬 Conversation: wNs-SER4QVuiizVtBM0k-A

Messages 3
Customers 1
Duration 2025-09-16 19:30:51 UTC to 2025-09-16 21:31:59 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (H9y_xMAj...) | 2025-09-16 19:30:51 UTC | halocollar.com
collar is not charging
System/AI | 2025-09-16 19:31:26 UTC | halocollar.com
I'm sorry to hear your collar isn't charging. Let's try a few steps to fix it: Check Power Source: Make sure you're using the provided USB-C cable and charging block, not a computer. Inspect Charging Port: Clean the gold charging pins with a Q-tip and rubbing alcohol. Let it dry completely. Hard Reset: Keep the collar plugged in for 5 minutes, then hold the power button for 15 seconds. If the issue persists, please contact Halo live support for further assistance. Let me know if you need anything else!
STATUS CHANGE | Unknown | 2025-09-16 21:31:59 UTC | Status: CLOSED

💬 Conversation: GtPJIddxTVyCbHK8wChepg

Messages 19
Customers 1
Duration 2025-09-16 19:31:20 UTC to 2025-09-16 21:18:09 UTC
Message Types PHONE_CALL: 4, EMAIL: 3, TOPIC_CHANGE: 3, CONVERSATION_NOTE: 4, CONVERSATION_STATUS_CHANGE: 5
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 19:31:20 UTC
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 19:36:22 UTC
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 19:40:44 UTC
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 19:42:25 UTC
Added: jN7nMmX-TGW78SajheFiSw
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 19:44:06 UTC
Live Team Notes Serial Numbers: NA FW: NA Issue/ Need: Cx scheduled a call for 3:30 pm est Troubleshooting & Actions Taken: Cx did not answer either call attempt Call request states "Halo collar 3 magnetic vharge case" Second and third calls ended right after the first ring Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 19:44:08 UTC | Status: CLOSED
STATUS CHANGE | Customer (RkmNERoW...) | 2025-09-16 20:47:26 UTC | Status: OPEN
PHONE_CALL | Customer (RkmNERoW...) | 2025-09-16 20:47:26 UTC
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 21:05:33 UTC
First and Last Name: Jessica Sherman Email: grandrapidsnanny@icloud.com Phone Number:517-410-6507 Collar SN:24h3172895rt Collar FW: v.02.08.11 Collar Purchased From:Halo Resources: AP, RES Recap/TS: Had a scheduled call and missed the call as she was busy with work. Have Halo 3 collar with magnetic charge. Second time the prongs are gone. Had to pay $20 for shipping to get the prongs. Needs to get the protective case. It did not last that long and is all ripped up. This is the 2nd time getting the contact tips. She also replaced the strap and cover case once. It seems like we do not have the cover case in stock and H3 case might not be available in stock as per RES. Next Steps: Cx also needs the rivet screws for the strap.
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 21:08:55 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name:Jessica Sherman Email:grandrapidsnanny@icloud.com Phone number:517-410-6507 Collar SN:24h3172895rt Collar Model:H3 Magnetic Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 4208 Haralson Court SE City: Grand Rapids State: Michigan Postal code:49546 Country:USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! Carabiner Kit For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (XFHTycPM...) | 2025-09-16 21:09:09 UTC
Removed: jN7nMmX-TGW78SajheFiSw
TOPIC CHANGE | Agent (XFHTycPM...) | 2025-09-16 21:09:11 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 21:09:36 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:17:09 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 21:17:11 UTC
Accessory Order Number-1660498 Carabiner Kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:18:09 UTC | Status: CLOSED

💬 Conversation: u2oVDXUVRN6-iIUlGcwyrQ

Messages 2
Customers 1
Duration 2025-09-16 19:34:05 UTC to 2025-09-16 19:34:13 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:34:13 UTC | Status: CLOSED

💬 Conversation: kg0oqzrSQk2YQOapgj2NZw

Messages 8
Customers 1
Duration 2025-09-16 19:34:31 UTC to 2025-09-16 20:16:05 UTC
Message Types PHONE_CALL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (Zwb5f-_9...) | 2025-09-16 19:34:31 UTC
PHONE_CALL | Customer (Zwb5f-_9...) | 2025-09-16 19:37:03 UTC
AGENT NOTE | Agent (AMYuZ1d7...) | 2025-09-16 19:38:05 UTC
Live Team Notes Serial Numbers: 25h4191502rt FW: v.03.01.02 PRODBETA Issue/ Need: Issue with collar Troubleshooting & Actions Taken: Customer called in saying that they were having an issue with their WR collar. Customer was in the middle of explaining the issue when the call disconnected. They have called back and are speaking with another agent. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (AMYuZ1d7...) | 2025-09-16 19:38:13 UTC
Added: wOOHNF34TjWK3GOxS4wVjQ
AGENT NOTE | Agent (KLKzjzy9...) | 2025-09-16 20:15:52 UTC
Live Team Notes Serial Numbers: 25h4191502rt FW: 03.01.02 Issue/ Need: No feedback at fence on the new replacement Troubleshooting & Actions Taken: TS steps: Fence Feedback not working. had cx take collar outside and test and we got it to work. Explaied that the first 48 hours it will get more accurate the more its used Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (KLKzjzy9...) | 2025-09-16 20:16:05 UTC
Added: yUdj74HoRguBsTQ2B0ZktA | Removed: wOOHNF34TjWK3GOxS4wVjQ
STATUS CHANGE | Agent (KLKzjzy9...) | 2025-09-16 20:16:05 UTC | Status: CLOSED

💬 Conversation: Tw1qjs8AQWWUIFIgt6KpVw

Messages 4
Customers 1
Duration 2025-09-16 19:34:54 UTC to 2025-09-16 19:37:21 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 19:34:54 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:36:26 UTC
New Shipping Label AW-20250911-45332 Tracking: 791942926238
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:37:21 UTC | Status: CLOSED

💬 Conversation: IPSNKzHfRcuFug7P2TQtkw

Messages 6
Customers 1
Duration 2025-09-16 19:35:04 UTC to 2025-09-16 19:38:50 UTC
Message Types CHAT_MESSAGE: 6
Customer (oZhUfiMp...) | 2025-09-16 19:35:04 UTC | halocollar.com
I am not able to connect to my WiFi at home as it is not 2.4
System/AI | 2025-09-16 19:35:37 UTC | halocollar.com
Hi there! To connect your Halo Collar to Wi-Fi, make sure you're using a 2.4 GHz network. Open the Halo app, go to Settings > My Collars, select your pet’s collar, and tap Wi-Fi to scan networks. Choose your 2.4 GHz network, enter the password, and confirm. If you run into any issues, ensure your phone is on the same network, try moving closer to the router, and restart it if needed. Also, check that the Halo app is updated and has the necessary permissions. If problems continue, try using a different device or check the Wi-Fi diagnostics in the app.
Customer (oZhUfiMp...) | 2025-09-16 19:36:30 UTC | halocollar.com
I cannot get a 2.4. Can I return my collars
System/AI | 2025-09-16 19:36:58 UTC | halocollar.com
Hi there! You can return your Halo Collars if they were purchased directly from our website and are undamaged. Just make sure to postmark the return within 90 days of receiving your collars. To get started, you'll need a Return Merchandise Authorization (RMA). Please note, there's a $25 return fee, and original shipping costs are non-refundable. Visit our returns page to begin the process. If you need any help, our live support team is ready to assist you!
Customer (oZhUfiMp...) | 2025-09-16 19:38:01 UTC | halocollar.com
It has been more than 90 days. I have benn trying to get them to work
System/AI | 2025-09-16 19:38:50 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: GvvVqpElQ_qYjngMXiB9sw

Messages 8
Customers 1
Duration 2025-09-16 19:35:07 UTC to 2025-09-16 20:22:30 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 3, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 19:35:07 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 4NylcZCDQ_-lGn_argWI_w
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 19:35:09 UTC
Live Team Notes Serial Numbers: 25h4151444rt FW: 02.07.05 Issue/ Need: Cx calls stating pup has got in the pool after playing with collar now no LED lights on charger Troubleshooting & Actions Taken: Assisted Cx in drying out collar and then trying hard reset Still no LED lights after hard reset and still not heard from since July 7th 2025 Advised Cx I would send to CET for further details Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 Troubleshooting Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 19:36:49 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4151444rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Dead Unit Date & Time of Occurrence: July 7th 2025 Is the Issue Reproducible? (Yes/No – If Yes, include steps): yes doing hard reset still no LED lights still not heard from Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: yes doing hard reset still no LED lights still not heard from, dried completely Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Screenshots: (Yes/No) System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 19:36:55 UTC
Added: jwlJ3FbQTW2nPlHkhIkBIA
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 20:19:27 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Nestle's (25h4151444rt) Recap (When/Where/What the customer wants) Dead unit Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Unit needs to be replaced through HC/HPP Optional Additional Info: Unit has received physical damage through a puncture wound on the speaker of the collar Unit was also submersed in a pool for an extended period of time The unit fails to be covered under our warranty policy https://support.halocollar.com/hc/en-us/articles/25975356036887-Warranty-Policy-Details [https://support.halocollar.com/hc/en-us/articles/25975356036887-Warranty-Policy-Details] Following up with cx to suggest HC/HPP
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 20:22:30 UTC | Status: CLOSED

💬 Conversation: KXFAXaq1Sji2B53tmM-rYA

Messages 5
Customers 1
Duration 2025-09-16 19:36:18 UTC to 2025-09-16 20:12:41 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (QkWezTUN...) | 2025-09-16 19:36:18 UTC
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 20:12:36 UTC
Live Team Notes Serial Numbers: 25h3111609rt FW: v.02.08.11 Issue/ Need: CX is having an issue with getting the collar to connect to the app Cx blinking red during the FW update Started as soon as the Troubleshooting & Actions Taken: CX has a working collar, purchased 2 Updating FW The customer does not have Wifi The customer did a hard reset Tracking data and the Satellite are not updating CX Paw print was mostly Red with one toe white Critical LTE issue Warranty ID: AW-20250916-46194 Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP KB look at the tier 1 TS guide GPS, What does the LED light mean Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (hY11vVd1...) | 2025-09-16 20:12:36 UTC
Added: jA7bmx2vRtKLkLkJqniCkQ
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 20:12:41 UTC | Status: CLOSED

💬 Conversation: _Rubm9YNSH-74lJLWEkrIw

Messages 2
Customers 1
Duration 2025-09-16 19:36:48 UTC to 2025-09-16 19:36:59 UTC
Message Types CHAT_MESSAGE: 2
Customer (J9dSS5So...) | 2025-09-16 19:36:48 UTC | halocollar.com
I paid $600 for this and it cannot locate my dog when it allowed him out of the fence
System/AI | 2025-09-16 19:36:59 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: l7tUwcGvS7SGvn37wgQj7g

Messages 1
Customers 1
Duration 2025-09-16 19:38:31 UTC to 2025-09-16 19:38:31 UTC
Message Types EMAIL: 1

💬 Conversation: rp4t0IQuReaBzw3hmjlU0w

Messages 8
Customers 1
Duration 2025-09-16 19:39:59 UTC to 2025-09-16 19:56:05 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (VB4qDRN0...) | 2025-09-16 19:39:59 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 19:54:41 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Sara Kerr Email: rodeoqueen236@gmail.com Phone Number: +13309318395 Collar SN: 25h4290931rt Collar FW: v.03.00.05 Collar Purchased From: Halo Resources: AP ARF Recap/TS: The contact tips on Rico's collar fell off cx needs replacements. Putting in ARF for the contact tips Cx also needs a label to return a warrantied collar 25h4153543rt Next Steps: Sending email to cx ARF Label request
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 19:55:20 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Sarah Kerr Email: rodeoqueen236@gmail.com Phone number: +13309318395 Collar SN: 25h4290931rt Collar Model: Halo 4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 3637 Old Forge Rd City: Rootstown State: OH Postal code: 44272 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Contact Tips (3.5mm) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:55:29 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 19:55:43 UTC
Label Request Notes RMA Number from Admin Portal- AW-20250820-40768 Reason for Request- Missing label Accessory or Collar- Collar Customer's Shipping Address- 3637 Old Forge Rd Rootstown, OH 44272, USA If the Shipping Address or the RMA Number is missing, we will not be able to send the label and the conversation will be sent back to you to complete
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:55:54 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 19:56:05 UTC | Status: CLOSED

💬 Conversation: vNlLkDNhTsK6J6wQWSKVjQ

Messages 4
Customers 1
Duration 2025-09-16 19:42:17 UTC to 2025-09-16 19:50:55 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (WnnJ5spb...) | 2025-09-16 19:42:17 UTC
Live Team Notes Serial Numbers: 24h3280035rt /24h3150537rt FW: v.02.08.11 v.02.08.11 Issue/ Need: Careyann01@yahoo.com -wife's email in AP Firm ware out of date Case showing out of stock on line Dog got sprayed with skunk Troubleshooting & Actions Taken: Looking into the collar out of stock status Customer is trying to order prongs as well - they are in stock ; customer able to complete his order. Issued current firmware on both collars Sending OTC case Order #1660446 Confirmed shipping address and phone # Carey Steele 10491 North County RD 25 West Farmersburg, IN 47850 812-243-4891 [tel:8122434891] Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap / halocollar .com / woocommerce Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (WnnJ5spb...) | 2025-09-16 19:49:19 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (WnnJ5spb...) | 2025-09-16 19:50:55 UTC | Status: CLOSED

💬 Conversation: c0jJPCQOQ5awh7i6pJqeTw

Messages 4
Customers 1
Duration 2025-09-16 19:44:58 UTC to 2025-09-16 19:45:05 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 19:44:58 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, OeTzDXf5Qt2378nYRu_ilw
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 19:44:59 UTC
Live Team Notes Serial Numbers: 25h4113414rt FW: v.03.00.05 Issue/ Need: Collar is not connecting to wifi Troubleshooting & Actions Taken: Asked cx if her network is 2.4 GHz and if she has spoken to her internet provider yet and she said she isn't 100% sure if it is She has not spoken to her provider yet but said she would get in contact with Xfinity after speaking to us now Told cx to give us a call back or email us with any info she gets from her provider Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 19:45:05 UTC | Status: CLOSED

💬 Conversation: LI2KnmFxRLqwgLHyG1l-Sw

Messages 5
Customers 1
Duration 2025-09-16 19:45:08 UTC to 2025-09-16 21:47:12 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (XEr2_hvA...) | 2025-09-16 19:45:08 UTC | halocollar.com
I cant find my order number to return my collar
System/AI | 2025-09-16 19:45:31 UTC | halocollar.com
Hi there! You can find your order number in the order confirmation email you received after placing the order. Please check your inbox, spam, or junk folder for an email from Halo that includes your order details. If you still can't find it, make sure there are no extra spaces when entering the number as shown in your confirmation email. If you need more help, feel free to contact our support team. We're here to assist you!
Customer (XEr2_hvA...) | 2025-09-16 19:46:09 UTC | halocollar.com
Contact support team
System/AI | 2025-09-16 19:46:45 UTC | halocollar.com
Hi there! You can easily reach our support team through our online services. Check out the Halo Collar Contact Page on our website for various contact options, including live chat support. You can also connect with our support team via the "Help" section in the Halo App if you're logged in. We're here to help and look forward to assisting you further!
STATUS CHANGE | Unknown | 2025-09-16 21:47:12 UTC | Status: CLOSED

💬 Conversation: Zl8T6oMzSjq0ZwazSpbe7w

Messages 4
Customers 1
Duration 2025-09-16 19:45:18 UTC to 2025-09-16 19:45:35 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 19:45:18 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, pSPIU158T0udHRqLgew-7Q
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 19:45:20 UTC
Live Team Notes Serial Numbers: 25h4264422rt FW: 03.00.05 Issue/ Need: Cx calls reporting diagnostic error Troubleshooting & Actions Taken: assisted Cx in confirming shipping, this is the 5th replacement in 1 year Cx loves the product but is tired of having to do this Resources Used (provide details): (KB articles, Slack posts, internal docs.): admin portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 19:45:35 UTC | Status: CLOSED

💬 Conversation: o-CPkF58TLKVAGKxH4ZJMg

Messages 1
Customers 1
Duration 2025-09-16 19:45:25 UTC to 2025-09-16 19:45:25 UTC
Message Types CONVERSATION_NOTE: 1
AGENT NOTE | Agent (GG24uY2b...) | 2025-09-16 19:45:25 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: Cx needed help ordering Pro Case and contact tips Troubleshooting & Actions Taken: Had cx share screen to confirm what they were looking at Cx showed a pro case that was out of stock Checked Halo website for cases that were in stock - ivory only in stock Halo having website issue with out of stock cases Escalate to manager about issue with website Applied manual FW updates to collars while we waited Placed one time courtesy order for sunburst Pro Case in Woo for cx convenience Confirmed shipping address and phone number Address Phone CSA order # Informed cx of their order number Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Halo website Woo Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.

💬 Conversation: D37uyezrSKCCHxV1UePXKA

Messages 3
Customers 1
Duration 2025-09-16 19:46:24 UTC to 2025-09-16 19:48:35 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:46:24 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx returned one of their collars from their order & still has not received a refund Cx is concerned about the refund due to the CC being canceled as the original order was placed on it. Recap (When/Where/What the customer wants) AP; 25h4131621rt was checked in as INM & never attached to cx account RMA Z9FCJIVP was expired which is why the refund never went through Pushed return through in AS; cx refunded $575.46 Letting cx know the funds will still go back to their account as long as the account isn't closed Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:48:35 UTC | Status: CLOSED

💬 Conversation: TJe_IwYxTDeta6kJs_ar8g

Messages 8
Customers 1
Duration 2025-09-16 19:46:39 UTC to 2025-09-16 20:23:45 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (aia1RL7I...) | 2025-09-16 19:46:39 UTC
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 19:59:53 UTC
Live Team Notes Serial Numbers: 25h4282785rt FW: v.03.00.05 Email: 15louisekrupkner@gmail.com Issue/ Need: Set up a new fence for the dog by walking the perimeter with the dog Troubleshooting & Actions Taken: Edit fence, cx wants circular fence, not angular lines Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 20:02:47 UTC
Added: g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (R0Luxcqv...) | 2025-09-16 20:02:59 UTC | Status: CLOSED
STATUS CHANGE | Customer (aia1RL7I...) | 2025-09-16 20:04:23 UTC | Status: OPEN
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 20:23:45 UTC | Status: CLOSED

💬 Conversation: xzb8WzUiSSidwKLpBKgTXA

Messages 9
Customers 1
Duration 2025-09-16 19:48:16 UTC to 2025-09-16 20:06:02 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (fPt_so4S...) | 2025-09-16 19:48:16 UTC | halocollar.com
I am trying to find my order number to return the collar but I cant. Searched my emails etc. Can you please help
System/AI | 2025-09-16 19:48:43 UTC | halocollar.com
Hi Marcus, To find your order number, please check the order confirmation email sent to you right after your purchase. Be sure to look in your inbox, spam, or junk folder for an email from Halo with your order details. If you still can't find it, visit our Order Status Dashboard and enter your purchase email or shipping ZIP code to retrieve your order information. If you need more help, feel free to reach out again!
Customer (fPt_so4S...) | 2025-09-16 19:48:48 UTC | halocollar.com
i have two different orders both which i like to return
System/AI | 2025-09-16 19:49:10 UTC | halocollar.com
To return both orders, please start by visiting our returns and replacements page. There, you can submit a return request for each order. You'll need your order numbers and purchase email to initiate the return process. After submitting, you'll receive a pre-paid shipping label to send back the collars. If the order numbers are the same, use the original order number for replacements. If you need further assistance or encounter any issues, feel free to reach out again!
PHONE_CALL | Customer (fPt_so4S...) | 2025-09-16 19:51:29 UTC
AGENT NOTE | Agent (WoybUALE...) | 2025-09-16 20:05:06 UTC
Live Team Notes Serial Numbers:25h4275068rt, 25h4276523rt, 25h4280025rt FW: v.03.00.05 Issue/ Need: cx wants to start the return process for his 3 collars Troubleshooting & Actions Taken: started return for cx on call and attached return labels to cx email for convenience Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP, Gladly, Return Dashboard Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (WoybUALE...) | 2025-09-16 20:05:21 UTC
Added: Ii15gFsBROyE57fDr6LWlw
STATUS CHANGE | Agent (WoybUALE...) | 2025-09-16 20:06:02 UTC | Status: CLOSED

💬 Conversation: tJZDktecQRGxRJxj3-CXtw

Messages 4
Customers 1
Duration 2025-09-16 19:49:19 UTC to 2025-09-16 19:54:24 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 19:49:19 UTC
Added: WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 19:53:24 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing- shipping delay for AW-20250908-44738 Recap (When/Where/What the customer wants) AP; shows replacement collar has shipped Tracking: 393217019358 [https://www.fedex.com/fedextrack/?trknbr=393217019358&trkqual=2460934000~393217019358~FX]; ETA 9/17 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 19:54:24 UTC | Status: CLOSED

💬 Conversation: IJbfLl9dQQGMR24cQk9vsg

Messages 4
Customers 1
Duration 2025-09-16 19:50:28 UTC to 2025-09-16 19:50:52 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 19:50:28 UTC
Live Team Notes Serial Numbers: 24h4500846rt FW: v.03.00.05 Issue/ Need: DIAG issue Troubleshooting & Actions Taken: Resent shipping link- the one he got took him to Halo Account page Adv on time frame & disconnection of collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 19:50:52 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 19:50:52 UTC | Status: CLOSED

💬 Conversation: bCiNqtZLRM6p-j_sE1xmnw

Messages 1
Customers 1
Duration 2025-09-16 19:51:06 UTC to 2025-09-16 19:51:06 UTC
Message Types EMAIL: 1

💬 Conversation: gj-u24tzQ4uqKcIZZnpWfw

Messages 4
Customers 1
Duration 2025-09-16 19:51:11 UTC to 2025-09-16 19:53:21 UTC
Message Types CHAT_MESSAGE: 4
Customer (sWYj7zd2...) | 2025-09-16 19:51:11 UTC | halocollar.com
My collar vibrates non-stop when not charging.
System/AI | 2025-09-16 19:51:35 UTC | halocollar.com
Hi there! If your Halo Collar vibrates non-stop when not charging, it might be due to a diagnostic issue or a firmware problem. Try a hard reset by plugging the collar into the charger, holding the power button for 15 seconds, and then releasing it. If the issue persists, let the battery fully discharge, rest the collar for 5 hours, and then recharge it fully. If these steps don't resolve the problem, please contact Halo live support for further assistance. They can help determine if a replacement is necessary.
Customer (sWYj7zd2...) | 2025-09-16 19:52:58 UTC | halocollar.com
Tried hard re-set and it didn’t fix the problem. This has been a consistent problem with several collars.
System/AI | 2025-09-16 19:53:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: fCvhpS8eS_-Bam6gHbdn9A

Messages 8
Customers 1
Duration 2025-09-16 19:52:30 UTC to 2025-09-16 20:06:56 UTC
Message Types CHAT_MESSAGE: 2, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 2, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (sCXOGyN5...) | 2025-09-16 19:52:30 UTC | halocollar.com
When is my replacement collar coming?
System/AI | 2025-09-16 19:52:54 UTC | halocollar.com
Your replacement collar should arrive within 3–5 business days once it has been shipped. You'll get an email to confirm your shipping address, so please check your inbox, including spam and junk folders. To track the status, use your order number and email on the Order Status Dashboard. If you haven't received a confirmation email, please contact our live support for further assistance. Let me know if you need any more help!
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 20:02:24 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 20:02:24 UTC
Live Team Notes Tricia Thiessen Serial Numbers: 25h4249564rt FW: Issue/ Need: cx looking for status on WR cx says its been a week now Troubleshooting & Actions Taken: Cx processed this order on 9/8 collar been over 5 days Adv cx I would ESC to this to RMA Cx will be looking for communication from RMA team Resources Used (provide details): (KB articles, Slack posts, internal docs.): CS Tracking sheet Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 20:04:34 UTC
Added: G-jsEqQoTI27CkJ4fDF2cA
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 20:06:54 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4249564rt FW: 03.00.05 Order ID: 1618248 RMA Ticket #: AW-20250908-44704 Subscription Start Date: 7/2/25 Reason for Escalation: cx had collar WR on 9/8 still has not gotten her collar Requested Action: can we look to see if anything happened to collar ?
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 20:06:56 UTC | Status: CLOSED

💬 Conversation: bCPaOJakRBG0GNBc2Nfrpg

Messages 7
Customers 1
Duration 2025-09-16 19:55:25 UTC to 2025-09-16 21:13:30 UTC
Message Types CHAT_MESSAGE: 2, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (d6e5vPFS...) | 2025-09-16 19:55:25 UTC | halocollar.com
I have two Halo collars and continue to have trouble with one of them. It seems defective & I need to replace it with one that works
System/AI | 2025-09-16 19:56:00 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (MuwIT-TV...) | 2025-09-16 19:58:02 UTC
AGENT NOTE | Agent (OVaCilev...) | 2025-09-16 21:12:22 UTC
First and Last Name: Kendra Ver Beek Email: verbeek1@verizon.net , theverbeeks@verizon.net Collar SN: 25h4283974rt [Bear] Collar FW: v.03.00.05 Resources: AP, Gladly, KB, T2guide Recap/TS: 1 of 2 HCs "seems defective" since w/in 1 week of putting into service after purchase Every few days CX notices both pups will be in the yard together, but Bears won't connect to the App while Pheobe's will be connected (feedback can't be confirmed out of BT/WF/LTE range) Will leave fence, but get "zapped" afterwards Also mentioned collars slipping out of position Traveled this weekend with a different fence & CX could see HC moving all over the place on the map, but could see Bear sitting down on the porch right next to Pheobe Would also get safe-area feedback while just outside the home structure during this trip Then yesterday, found the Pet Pin way out on some random road Can't TS the trip location, so focused on the home-base Prepped to Hand Test & as CX was getting further away from the home, the HC connected to the app & was tracking Fence provided warning feedback to app before it started raining real heavy Once inside, the HC stayed connected w/ BT, tested WiFi by turning off BT and only getting ONE "bar" of the WiFi arcs despite standing right next to the router Compared w/ the 'sister' HC that had FULL bars/arcs for WiFi Reactivated phone BT & both HCs connected, but 'sister' HC is ALL blue, Bear's is only blue on the 1 bar/arc & the BT HCs are both connecting and seem to be operational, despite the WiFi signal level being lower on Bear's collar than Phoebe's by 1 or 2 "bars/arcs" CX will continue to monitor closely and ensure proper fitment/orientation Ensured CX was familliar with Screen Recording if needed to document the issue if it re-occurs Next Steps: Emailed follow-up w/ screen recording guidance CX will ensure proper fit/orientation while monitoring for re-occurance of connectivity issues and/or Fence Feedback delays
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 21:12:43 UTC
Added: OeTzDXf5Qt2378nYRu_ilw, yUdj74HoRguBsTQ2B0ZktA, ZKYz4UsHRG6__sFoccYiEA, E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (OVaCilev...) | 2025-09-16 21:13:30 UTC | Status: CLOSED

💬 Conversation: S9PrzFdqTdSGCicfkYLyPQ

Messages 2
Customers 1
Duration 2025-09-16 19:57:56 UTC to 2025-09-16 19:57:59 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 19:57:56 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, OeTzDXf5Qt2378nYRu_ilw
STATUS CHANGE | Agent (LZsYfs6M...) | 2025-09-16 19:57:59 UTC | Status: CLOSED

💬 Conversation: rLswpMs_TqukHqICsLoOcw

Messages 3
Customers 1
Duration 2025-09-16 19:58:21 UTC to 2025-09-16 21:59:29 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (QZ4RG5S3...) | 2025-09-16 19:58:21 UTC | halocollar.com
How do I bump up the shock settings?
System/AI | 2025-09-16 19:58:50 UTC | halocollar.com
To adjust the shock settings on your Halo Collar, open the Halo App and tap "My Map" at the bottom of the screen. Select your pet's icon to open the Pet Card, swipe up to expand it, and tap "Feedback Settings" at the bottom right. Under "Prevention Feedback," choose "Static" as the feedback type and adjust the intensity using the slider. Start low and increase as needed. Ensure you complete the Halo Training Program before making adjustments for safe use.
STATUS CHANGE | Unknown | 2025-09-16 21:59:29 UTC | Status: CLOSED

💬 Conversation: dkTvcdn_SzSkNJCMWSgVcw

Messages 5
Customers 1
Duration 2025-09-16 20:00:35 UTC to 2025-09-16 20:06:42 UTC
Message Types EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 20:01:47 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 20:06:15 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) cx not using collar at this time Recap (When/Where/What the customer wants) cx requesting to cancel membership plan Action Taken To Date (What has been completed) cancelled plan Customer Notified (Y/ N)? Y Is This Resolved/Follow-Up Required? n/a If Follow Up Is Required (What/When) advising of cancellation Optional Additional Info: n/a Alternate Refunds Team ONLY Note Used by: Live Agent and Alternate Refunds Team When to use: Only when processing an approved alternate refund. Must complete “Live” Note
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:06:42 UTC | Status: CLOSED

💬 Conversation: ASW3xtJyTc2G8CcpVy9PGw

Messages 1
Customers 1
Duration 2025-09-16 20:00:52 UTC to 2025-09-16 20:00:52 UTC
Message Types EMAIL: 1

💬 Conversation: btehX3ONQn6ooiz5VX2Aow

Messages 4
Customers 1
Duration 2025-09-16 20:02:18 UTC to 2025-09-16 20:06:07 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:02:18 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - this person reached out because they received another cx's package Recap (When/Where/What the customer wants) AW-20250910-45064 is linked to arlettalynnglidden55@gmail.com Tracking: 393107553099 [https://www.fedex.com/fedextrack/?trknbr=393107553099&trkqual=2460930000~393107553099~FX] Found SN's on the premier sheet (25h4325601rt) & deactivated the collars in case this cx does not return them to us with return label Created FedEx label for this person to send back collars Going to other cx's profile to reach out & put in a REP order for them Return tracking for AW-20250910-45064 Tracking: 791943002541 Is This Resolved/Follow-Up Required? Resolved - sending label If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 20:02:26 UTC
Added: WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 20:06:07 UTC | Status: CLOSED

💬 Conversation: OHavaX4lSpuPVYEK2DcgMw

Messages 8
Customers 1
Duration 2025-09-16 20:02:35 UTC to 2025-09-16 20:14:56 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 3, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 20:02:35 UTC
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:02:45 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:06:40 UTC
Added: pSPIU158T0udHRqLgew-7Q
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 20:14:50 UTC
Serial Numbers: 25h4144865rt FW: 03.00.05 Issue/ Need: Cx stated, "I got a critical motion issue detected. What concerns me is you guys just sent me this halo because the other one wasn’t working so it feels like you sent me a faulty product." Troubleshooting & Actions Taken: WR AW-20250906-44244 Reassured cx that warranty restarts with next replacement Cx reported using wall USB-C outlets Educated cx that collars can take a maximum of 20W Recommended cx check what wattage their outlets are running at Resources Used: AP Next Steps: Follow up with Phone/ Email- Follow Up Warranty
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:14:54 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 20:14:56 UTC | Status: CLOSED

💬 Conversation: CAyzNSPNSequvvmMMv2K7Q

Messages 3
Customers 1
Duration 2025-09-16 20:03:14 UTC to 2025-09-16 20:04:32 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 20:04:29 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX states their collar isn't working or seems turned off Recap (When/Where/What the customer wants) Since this was from a day ago I sent DP info in and email Is This Resolved/Follow-Up Required? resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 20:04:32 UTC | Status: CLOSED

💬 Conversation: W1jOpFcdQBy-oIHuwRvy3w

Messages 13
Customers 1
Duration 2025-09-16 20:04:49 UTC to 2025-09-16 20:35:59 UTC
Message Types CHAT_MESSAGE: 9, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (Tn1zw-wu...) | 2025-09-16 20:04:49 UTC | halocollar.com
In October 2024 you guys agreed to send me a Halo 4. I have the emails. Looking at my account info, it looks like I was sent a Halo 3.
System/AI | 2025-09-16 20:05:11 UTC | halocollar.com
Hi Julie! I'm sorry for any mix-up. Could you please share the order number or any details from your previous emails? This will help us review the records and get this sorted out for you quickly. We want to make sure you receive the correct product as promised!
Customer (Tn1zw-wu...) | 2025-09-16 20:06:10 UTC | halocollar.com
How do you want me to send you the emails?
System/AI | 2025-09-16 20:06:37 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (Tn1zw-wu...) | 2025-09-16 20:07:00 UTC | halocollar.com
Your Warranty Request Number: AW-909803
Customer (Tn1zw-wu...) | 2025-09-16 20:07:11 UTC | halocollar.com
Does that number help?
Customer (Tn1zw-wu...) | 2025-09-16 20:07:45 UTC | halocollar.com
December 10, 2024
Customer (Tn1zw-wu...) | 2025-09-16 20:09:13 UTC | halocollar.com
Hello?
Customer (Tn1zw-wu...) | 2025-09-16 20:11:00 UTC | halocollar.com
In October 2024 you guys agreed to send me a Halo 4. I have the emails. Looking at my account info, it looks like I was sent a Halo 3.
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 20:35:45 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 20:35:46 UTC
Live Team Notes Serial Numbers: 24h3300057rt FW: 02.08.11 Issue/ Need: Cx calls stating she was supposed to be getting a halo 4 back in October 2024 but still got a halo 3 Cx is just now realizing Troubleshooting & Actions Taken: Advised in CS dept to see if I can move forward with upgrade or management Was advised I can move forward with WR for upgrade to halo 4 Submitted warranty and confirmed shipping address Resources Used (provide details): (KB articles, Slack posts, internal docs.): CS DEPT Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 20:35:59 UTC | Status: CLOSED

💬 Conversation: VUqPzBtfRni6L27BUrrbeA

Messages 7
Customers 1
Duration 2025-09-16 20:05:24 UTC to 2025-09-16 22:16:42 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (zWW_q41L...) | 2025-09-16 20:05:24 UTC | halocollar.com
I just got a replacement collar and the new collar will not stay connected to WiFi. Never had this problem with our first collar
System/AI | 2025-09-16 20:05:51 UTC | halocollar.com
Hi there! Let's get your new collar connected to Wi-Fi. Make sure it's connected to a 2.4 GHz network, as it won't work with 5 GHz-only networks. Open the Halo App, go to Settings > My Collars, select your collar, and tap Wi-Fi to scan and connect. Ensure your phone is on the same network during setup, move the collar closer to the router, and restart your router if needed. Also, check that your app is updated, and Bluetooth and location permissions are enabled. If issues persist, try using a different device for setup. Let me know if you need more help!
Customer (zWW_q41L...) | 2025-09-16 20:10:33 UTC | halocollar.com
The green light on the collar is not on
System/AI | 2025-09-16 20:11:28 UTC | halocollar.com
If the green light on your Halo Collar isn't on, try plugging it into the original Halo charging cable and make sure the charging port is clean and dry. Look for the blinking green battery light, which should appear when the collar is charging near a strong Wi-Fi or cell signal. If the light still doesn't come on, press and release the power button to turn it on. If the issue continues, please ensure the collar is charged for at least 2 hours and check all connections. Let me know if you need more help!
Customer (zWW_q41L...) | 2025-09-16 20:14:52 UTC | halocollar.com
The collar battery shows 97% but when we unplug it the light no longer blinks
System/AI | 2025-09-16 20:15:47 UTC | halocollar.com
Hi there! If your collar shows 97% battery but the light doesn't blink when unplugged, let's try a few steps to fix it. First, make sure the collar is fully charged by connecting it to the USB-C cable and a compatible wall charger. If the collar still doesn't light up, perform a hard reset by holding the power button for 15 seconds while it's plugged in. Also, check the charging port for any debris and clean it gently with a Q-tip and rubbing alcohol. If the issue persists, please reach out to our live support for further assistance. We're here to help!
STATUS CHANGE | Unknown | 2025-09-16 22:16:42 UTC | Status: CLOSED

💬 Conversation: 3C1V11qhTWaf18vNmhaQuw

Messages 5
Customers 1
Duration 2025-09-16 20:06:56 UTC to 2025-09-16 20:15:38 UTC
Message Types CHAT_MESSAGE: 5
Customer (0Fsi6T__...) | 2025-09-16 20:06:56 UTC | halocollar.com
Can you please let me know when we'll receive the new collar? I'm not seeing any shipping/tracking data. Thanks! Warranty Request: AW-20250915-45895 Collar Serial: 24h4463930rt Shipping To: Tina Terrian 200 RIMROCK RD WIMBERLEY, TX 78676
System/AI | 2025-09-16 20:07:34 UTC | halocollar.com
To check the status of your warranty replacement collar, use your order number and email on the Order Status Dashboard. Delivery typically takes 3–5 business days once shipped. Ensure you've received an email to confirm your shipping address. If not, check your spam, junk, or promotions folders. If you still can't find it, please contact our live support team to resend the confirmation email. Feel free to reach out if you need further assistance!
Customer (0Fsi6T__...) | 2025-09-16 20:13:30 UTC | halocollar.com
I was instructed to reach back out to you through this link to request that the replacement collar be expedited. Is that something you can help with?
System/AI | 2025-09-16 20:13:49 UTC | halocollar.com
I'm sorry, but we don't offer expedited or overnight shipping for warranty replacement collars. All replacements are shipped using our standard method, typically delivered within 3–5 business days. If you have any more questions or need further assistance with your Halo products, please feel free to reach out. We're here to help!
Customer (0Fsi6T__...) | 2025-09-16 20:15:38 UTC | halocollar.com
The replacement notice was received on 9/14 but the system doesn't show that the replacement collar has been shipped. Do you know the estimate time until the replacement is shipped? We are in a pretty dangerous location for our dog to be "off-collar" for an extended period of time.

💬 Conversation: BsyAHFwWR86lrBYlSFq6vA

Messages 9
Customers 1
Duration 2025-09-16 20:07:42 UTC to 2025-09-16 20:54:43 UTC
Message Types EMAIL: 5, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 20:26:39 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 20:52:48 UTC
Live Team Notes Serial Numbers: 25h3111238rt FW: v.03.01.02 Issue/ Need: CX wanted to know how to edit fence Troubleshooting & Actions Taken: Guided CX to area in app to edit the fences Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 20:54:43 UTC
Added: g5apmYsrTuGLWnaVZyD4ng | Removed: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 20:54:43 UTC | Status: CLOSED

💬 Conversation: _F4KNeAOQDezQjUP_ytQ-g

Messages 2
Customers 1
Duration 2025-09-16 20:07:46 UTC to 2025-09-16 22:08:33 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 22:08:33 UTC | Status: CLOSED

💬 Conversation: eao_EdnvSYqJ0JGfmWz6lQ

Messages 4
Customers 1
Duration 2025-09-16 20:08:08 UTC to 2025-09-16 20:08:23 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (nhfFRvHb...) | 2025-09-16 20:08:08 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, OeTzDXf5Qt2378nYRu_ilw
AGENT NOTE | Agent (nhfFRvHb...) | 2025-09-16 20:08:08 UTC
Live Team Notes Serial Numbers: 25h4113414rt FW: 03.00.05 Issue/ Need: Wifi not connecting Troubleshooting & Actions Taken: Cx has contacted her internet provider and confirmed router is Cx was getting cable and collar to connect to her computer to system logs when the call dropped server error reported on zoom Unable to retrieve system logs Cx has rejoined the dog park Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 TS Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (nhfFRvHb...) | 2025-09-16 20:08:23 UTC | Status: CLOSED

💬 Conversation: ydLS-yaEQa20rGz1dkd7_A

Messages 4
Customers 1
Duration 2025-09-16 20:09:29 UTC to 2025-09-16 20:14:05 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 20:09:29 UTC
Live Team Notes Serial Numbers: N/A FW: N/A Issue/ Need: Person wants to set up partnership with Halo Troubleshooting & Actions Taken: CX already knew about affiliate program Advised would send it to my sup. Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 20:14:04 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, izbl69d5Q6CYNSAx5eu-KQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 20:14:05 UTC | Status: CLOSED

💬 Conversation: La3M1eeRTcyC_NNowLXDpQ

Messages 6
Customers 1
Duration 2025-09-16 20:11:27 UTC to 2025-09-16 23:46:58 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:11:27 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - another person reached out to the CS department to report a package that was delivered to the wrong address & it was for this cx Recap (When/Where/What the customer wants) AW-20250910-45064 is the order that was delivered to the wrong address Tracking: 393107553099 [https://www.fedex.com/fedextrack/?trknbr=393107553099&trkqual=2460930000~393107553099~FX] 25h4325601rt - went ahead and deactivated Reaching out to cx to confirm address so we can put in a REP order for them Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Put in rep order for AW-20250910-45064 Optional Additional Info:
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 20:11:33 UTC
Added: WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 20:14:41 UTC | Status: CLOSED
STATUS CHANGE | Customer (3CT5b1Z0...) | 2025-09-16 23:46:58 UTC | Status: OPEN

💬 Conversation: VlcPXXzSRYms7xU8x-rlDQ

Messages 2
Customers 1
Duration 2025-09-16 20:11:34 UTC to 2025-09-16 22:12:35 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 22:12:35 UTC | Status: CLOSED

💬 Conversation: s-omKyKIRTSfu1CYqSSl2g

Messages 9
Customers 1
Duration 2025-09-16 20:12:03 UTC to 2025-09-16 20:35:07 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 3, EMAIL: 3, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 20:12:03 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, OeTzDXf5Qt2378nYRu_ilw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 20:12:04 UTC
Live Team Notes Serial Numbers: 25h4113414rt FW: v.03.00.05 Issue/ Need: Cx is very agitated , says she has been calling and disconnected multiple times , Cx has completed ts steps and needs collar info sent to CET for Wifi issues Troubleshooting & Actions Taken: Collected information , sent collar info to CET Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Tier 1 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 20:18:11 UTC
Added: MrUs0OtWRey12B9IX1kW_Q
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 20:18:13 UTC
Collar Evaluation Notes: Issue Details Collar is not connecting to wifi Collar with Issue's SN: 25h4113414rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Wifi Connection Date & Time of Occurrence: 9/16/25 Is the Issue Reproducible? (Yes/No – If Yes, include steps): Additional notes about the issue: Cx says she has sent screen recordings logs and screen shots and does not want to resend Cx says she has been through too much trying to get collar to work, notes do not show attachments sent in by cx Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Screenshots: (Yes/No) System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 20:32:47 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Flash's (25h4113414rt) Recap (When/Where/What the customer wants) Bad wifi connectivity Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Yes sending cx wr confirmation macro Optional Additional Info: Unit is a phase 1 which may be having cable connection issues HF reset on 9/3 Unit shows low wifi connectivity Unit needs to be replaced
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 20:35:07 UTC | Status: CLOSED

💬 Conversation: oSqXQiUCSdaLseg62GUFdg

Messages 4
Customers 1
Duration 2025-09-16 20:12:39 UTC to 2025-09-16 20:25:43 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (tuYXBxZK...) | 2025-09-16 20:12:39 UTC
AGENT NOTE | Agent (AMYuZ1d7...) | 2025-09-16 20:25:32 UTC
Live Team Notes Serial Numbers: N/A FW: N/A Issue/ Need: Pre-Purchase Troubleshooting & Actions Taken: Customer called to ask general questions about the collar, as they were trying to make a decision on whether to purchase one or not. Went through and answered each of the customer's questions. Customer said that they would do a little bit more research, but likely would purchase the collar. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Halo Collar Website Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (AMYuZ1d7...) | 2025-09-16 20:25:36 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (AMYuZ1d7...) | 2025-09-16 20:25:43 UTC | Status: CLOSED

💬 Conversation: FnHadLhISMizH-BcNb-mVA

Messages 6
Customers 1
Duration 2025-09-16 20:13:22 UTC to 2025-09-16 20:20:32 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (_5B_qv3R...) | 2025-09-16 20:13:22 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 20:18:16 UTC
Added: rxefklGaTXGCpjC7oGEfPg
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 20:20:31 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Betty Cheetham Email: bccheetham@msn.com Phone Number: +18012435563 Collar SN: Collar FW: Collar Purchased From: Halo Resources: Gladly, AP, Returns Centre Recap/TS: Cx never got a return label emailed to them for their return. Downloaded the return label from Returns Centre, as their return was approved. Email return label to cx. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 20:20:32 UTC | Status: CLOSED

💬 Conversation: 3KaR0QqzQqmQbs-yr_kMFg

Messages 5
Customers 1
Duration 2025-09-16 20:13:51 UTC to 2025-09-16 20:19:00 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (SYvtONhi...) | 2025-09-16 20:13:51 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 20:18:55 UTC
First and Last Name: Ken Ferrell Email: kenferrell54@gmail.com Phone Number: 18179055469 Collar SN: 25h4112981rt Collar FW: v.03.00.05 Collar Purchased From: IPD Resources: Gladly Ap Recap/TS: Cx needs to cancel their Pack Plan Sent Request access email Canceled the cx pack plan on behalf of cx Sent follow-up email w/ Canceling Your Halo Collar Membership Plan macro Next Steps: n/a
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 20:18:59 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 20:19:00 UTC | Status: CLOSED

💬 Conversation: EJ4vFA3kRrOi0cvO91AYfQ

Messages 5
Customers 1
Duration 2025-09-16 20:14:24 UTC to 2025-09-16 20:17:50 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (qeVVtaym...) | 2025-09-16 20:14:24 UTC
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 20:17:31 UTC
First and Last Name: Mandy Browning (Pam called) Email: clemsonmom14@gmail.com Phone Number:13042907182 Collar SN:25h4121402rt Collar FW: v.02.08.11 Collar Purchased From:Amazon Resources: AP Recap/TS: Would like to cancel the halo account. Next Steps: Canceled the plan on behalf of the cx. All set for now.
TOPIC CHANGE | Agent (XFHTycPM...) | 2025-09-16 20:17:44 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 20:17:50 UTC | Status: CLOSED

💬 Conversation: 2zEbUxSJSKyrrKnx9GQ93Q

Messages 4
Customers 1
Duration 2025-09-16 20:14:43 UTC to 2025-09-16 20:29:33 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 20:14:43 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, L9jaUhpTSjKkls_YzL0tDg
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 20:26:51 UTC
Live Team Notes Serial Numbers: 25h4142187rt,25h4143980rt FW: v.03.00.05 Issue/ Need: Cx's husband cannot log in into his own halo app Troubleshooting & Actions Taken: Seems credentials are correct App hasn't required cx's wife to log in Told cx to reset password ; reset was submitted and now cx sign in Also told cx to resign in to her own app since the password was changed Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 20:29:33 UTC | Status: CLOSED

💬 Conversation: zkmqnPATQV--jOkZ503NCA

Messages 6
Customers 1
Duration 2025-09-16 20:15:13 UTC to 2025-09-16 20:19:36 UTC
Message Types CHAT_MESSAGE: 6
Customer (yxfW2HJD...) | 2025-09-16 20:15:13 UTC | halocollar.com
collar dying quickly
System/AI | 2025-09-16 20:16:06 UTC | halocollar.com
Hey there! If your Halo Collar's battery is running out quickly, make sure you're charging it fully each night. A full charge takes about 2 to 2.5 hours and should last up to 30 hours, depending on the model. If the problem continues, it could be due to high usage or a potential defect. Check if the collar enters Sleep Mode when idle to save battery. For more help, feel free to reach out to our customer support for troubleshooting or warranty options. Let me know if you need anything else!
Customer (yxfW2HJD...) | 2025-09-16 20:17:03 UTC | halocollar.com
collar is on charge every night
System/AI | 2025-09-16 20:18:05 UTC | halocollar.com
It sounds like there might be a battery issue with your collar if it's dying quickly despite being charged every night. Please make sure the charging port is clean and dry, and that the charging light turns solid green after charging. If these steps don't resolve the issue, I recommend reaching out to our customer support team to discuss warranty or replacement options. They can help address any potential defects or other concerns. Feel free to let me know if there's anything else I can assist you with!
Customer (yxfW2HJD...) | 2025-09-16 20:18:49 UTC | halocollar.com
customer support contact info please
System/AI | 2025-09-16 20:19:36 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: Eiw-2zPGTNOIPaQOV4GdWQ

Messages 5
Customers 1
Duration 2025-09-16 20:17:32 UTC to 2025-09-16 20:25:16 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 20:24:04 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx is having charging/battery life issue with one of their collars Cx has two collars 25h4250791rt and 25h4281031rt Unsure which is having the issue / customer did not indicate Recap (When/Where/What the customer wants) battery life issue with one of their collars Is This Resolved/Follow-Up Required? Sending battery life troubleshooting steps If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 20:24:13 UTC
Added: SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:25:16 UTC | Status: CLOSED

💬 Conversation: 40YtVfptR2-C5JmQdhG_Xg

Messages 9
Customers 1
Duration 2025-09-16 20:18:32 UTC to 2025-09-16 20:39:43 UTC
Message Types EMAIL: 4, CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
Agent (chgMWdgT...) | 2025-09-16 20:27:49 UTC | halocollar.com
Hi Cassandra, thank you for waiting! My name is Brandon. I see you were chatting with our virtual assistant about your collar not charging. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
Agent (chgMWdgT...) | 2025-09-16 20:30:46 UTC | halocollar.com
We're you able to get the collar to power on?
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 20:39:11 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX states their unit isn't coming on and won't light up when charging Recap (When/Where/What the customer wants) Sent dead unit TS steps They said they already tried these steps Recomended contact the DP for further TS Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 20:39:42 UTC | Status: CLOSED
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 20:39:43 UTC
Added: w4-N2LKvQhW0agGKylANbg, mBJH5lIYT8e2_OFrmpcDwA, mj_RH99OSYKd8pMTh-TZ2g

💬 Conversation: uLCxaL5xR4iZ--emQLVOeQ

Messages 2
Customers 1
Duration 2025-09-16 20:19:14 UTC to 2025-09-16 20:19:25 UTC
Message Types CHAT_MESSAGE: 2
Customer (eDloSo_1...) | 2025-09-16 20:19:14 UTC | halocollar.com
We received notification of our collar return on 6/30/2025 but we are not able to verify any financial refund, the reference is #meridian boise scheels 6/30/2025. returned Halo Collar (Serial Number: 25h4173229rt) . can you halp clear this up?
System/AI | 2025-09-16 20:19:25 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: ddmdAzGLTDa7rjieuguWXQ

Messages 3
Customers 1
Duration 2025-09-16 20:19:50 UTC to 2025-09-16 20:21:53 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WnnJ5spb...) | 2025-09-16 20:20:01 UTC
Added: w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (WnnJ5spb...) | 2025-09-16 20:21:53 UTC | Status: CLOSED

💬 Conversation: NSudm8n0ScmCmB07QCt32g

Messages 6
Customers 1
Duration 2025-09-16 20:20:17 UTC to 2025-09-16 20:34:53 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 2
PHONE_CALL | Customer (In6pMRLI...) | 2025-09-16 20:20:17 UTC
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 20:27:55 UTC
Live Team Notes Serial Numbers: 25h4173229rt FW: n/a Issue/ Need: cx returned the HC back in June, but I still haven't received a refund. Cx had bought the collar from Chewy and returned it to them, but they received a confirmation from Halo stating that we received their Halo collar Troubleshooting & Actions Taken: 25h4173229rt has been returned and checked in at the warehouse. Return RMA: meridian boise scheels 6/30/2025 Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap,Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 20:33:26 UTC
Billing Team Escalation Notes Affected Serial Number: 25h4173229rt FW: n/a Order ID: 175388 RMA Ticket #: Subscription Start Date: May 18, 2025 8:10 PM Reason for Escalation: cx returned the HC back in June, but I still haven't received a refund. Cx had bought the collar from Chewy and returned it to them, but they received a confirmation from Halo stating that we received their Halo collar. 25h4173229rt has been returned and checked in at the warehouse. Return RMA: meridian boise scheels 6/30/2025 Requested Action: WISMO refund for returned collar
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 20:34:42 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 20:34:53 UTC
Added: lDABD6XfSDadjp6utMv7LA

💬 Conversation: 7E9in9AlScuaa6QTLs5QOg

Messages 6
Customers 1
Duration 2025-09-16 20:20:30 UTC to 2025-09-16 20:22:56 UTC
Message Types CHAT_MESSAGE: 6
Customer (qKf1IbFa...) | 2025-09-16 20:20:30 UTC | halocollar.com
I just received my collar yesterday but didn't open it until just now. I was watching videos on how to set it up and there is NO beacon inside of the box?
System/AI | 2025-09-16 20:20:55 UTC | halocollar.com
Hi there! Just to let you know, Halo Beacons aren't included with the Halo Collar kits and aren't necessary for using the collar. They're optional accessories that can enhance the collar's functionality by creating safe zones or restricted areas. If you're interested, you can purchase beacons from the Halo Accessories Page. If you need any more help with your order, feel free to reach out anytime!
Customer (qKf1IbFa...) | 2025-09-16 20:21:19 UTC | halocollar.com
all the videos I saw says it comes with a beacon
System/AI | 2025-09-16 20:21:39 UTC | halocollar.com
It looks like there might have been some confusion. Halo Beacons are not included in the Halo Collar kit by default. They are optional accessories that you can purchase separately and aren't necessary for the collar to work. If you'd like to get one, you can check out the Halo Accessories Page. Let me know if there's anything else I can help with!
Customer (qKf1IbFa...) | 2025-09-16 20:22:38 UTC | halocollar.com
I am wanting to try this out but also want to be able to return it within 90 days if it doesn't work well for our scenario. If i cut the collar to fit my dog can I still return it?
System/AI | 2025-09-16 20:22:56 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: soVe0Se0SnW4OXxYEvOarQ

Messages 4
Customers 1
Duration 2025-09-16 20:20:47 UTC to 2025-09-16 20:22:13 UTC
Message Types CHAT_MESSAGE: 4
Customer (1zgQqMxI...) | 2025-09-16 20:20:47 UTC | halocollar.com
My order is missing
System/AI | 2025-09-16 20:21:09 UTC | halocollar.com
Hi Ashton, I'm sorry to hear about your missing order. You can track your order status online by visiting the Order Status Dashboard and entering your order number along with your purchase email or shipping ZIP code. If your order is marked as delivered but you haven't received it, check around your property or with neighbors. If you still can't find it, please contact our live support team for further assistance.
Customer (1zgQqMxI...) | 2025-09-16 20:21:41 UTC | halocollar.com
It’s still missing
System/AI | 2025-09-16 20:22:13 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: zpjG5Hm-TjSXd2TTUB6esQ

Messages 4
Customers 1
Duration 2025-09-16 20:21:57 UTC to 2025-09-16 20:26:24 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 20:26:19 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, w4-N2LKvQhW0agGKylANbg, lDABD6XfSDadjp6utMv7LA
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 20:26:21 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX was asking about their return 5cx1nzsg Recap (When/Where/What the customer wants) They were refunded on 9/12 for $562.43 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 20:26:24 UTC | Status: CLOSED

💬 Conversation: -JxccfBoTxOpAw6ytqkjJg

Messages 8
Customers 1
Duration 2025-09-16 20:23:07 UTC to 2025-09-16 20:43:20 UTC
Message Types TOPIC_CHANGE: 3, CONVERSATION_NOTE: 2, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 20:23:07 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 20:23:12 UTC
Added: ZKYz4UsHRG6__sFoccYiEA
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 20:34:35 UTC
Live Team Notes Serial Numbers: 25h4212000rt FW: v.03.00.05 Issue/ Need: Cx says the collar lags more than the other collar. Troubleshooting & Actions Taken: Checked for updates-up to date. Checked fitment and feedback settings. We performed a hard reset. Then, hand test for accuracy. The collar is now a bit better and faster. Pushed the latest firmware. 03.01.02 Explained GPS level settings. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 20:37:41 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 20:38:56 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Emily Geesaman Email: emily.geesaman@yahoo.com Phone number: 2157714570 Collar SN: 25h4212000rt Collar Model: Halo 4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 682 Camp Wawa Rd. City: Schwenksville State: PA Postal code: 19473 Country: US What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Strap Kit ( tools and screws to adjust) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:43:20 UTC | Status: CLOSED

💬 Conversation: I_G48vwrRXipzVWnxKc-ug

Messages 4
Customers 1
Duration 2025-09-16 20:23:30 UTC to 2025-09-16 20:31:53 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (LXRZENFZ...) | 2025-09-16 20:23:30 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 20:31:44 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: unk Email: unk Phone Number: 14055901323 Collar SN: Collar FW: Collar Purchased From: Resources: Recap/TS: Caller just rec'vd collar and had questions regarding fitment and beacons. Advsd cx that cutting the collar to fit does not void the ability to return the collar. Advsd cx beacons are no longer included in the kit. Cx declined to provided email addy to notate acct. Next Steps: Unable to send phone f/u p/r.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 20:31:52 UTC
Added: AVsoTQKaSymxoS3VLQPpyA
STATUS CHANGE | Agent (DBqblO4n...) | 2025-09-16 20:31:53 UTC | Status: CLOSED

💬 Conversation: nP6Rb57CSEenlr7va-tUzg

Messages 5
Customers 1
Duration 2025-09-16 20:23:59 UTC to 2025-09-16 22:35:01 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (iK4bij-x...) | 2025-09-16 20:23:59 UTC | halocollar.com
How can my wife use the app for our dog. I have already set everythin up on my phone
System/AI | 2025-09-16 20:24:25 UTC | halocollar.com
To let your wife use the Halo app for your dog, just have her log in with the same credentials on her device. The app doesn't support separate user profiles, so sharing the same account is necessary. By using the same login, she'll have full access to the app, including tracking, manual feedback, and collar settings. Make sure she completes the User Training to understand the safe and proper handling of the collar. If you have any more questions, feel free to ask!
Customer (iK4bij-x...) | 2025-09-16 20:33:31 UTC | halocollar.com
Thanks that works
System/AI | 2025-09-16 20:34:03 UTC | halocollar.com
You're welcome, Danny! I'm glad I could help. If you have any other questions or need further assistance, don't hesitate to reach out. Have a great day with your furry friend!
STATUS CHANGE | Unknown | 2025-09-16 22:35:01 UTC | Status: CLOSED

💬 Conversation: _ab6Rn8-Q-iD5tyBmXx_Kw

Messages 2
Customers 1
Duration 2025-09-16 20:24:42 UTC to 2025-09-16 22:25:58 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 22:25:58 UTC | Status: CLOSED

💬 Conversation: 7Efeof_zTai20tL-xm9iig

Messages 2
Customers 1
Duration 2025-09-16 20:26:27 UTC to 2025-09-16 22:27:58 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 22:27:58 UTC | Status: CLOSED

💬 Conversation: amn5MRV4Rbi6zuY-i3ZUvA

Messages 5
Customers 1
Duration 2025-09-16 20:27:30 UTC to 2025-09-16 20:43:36 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (GG24uY2b...) | 2025-09-16 20:38:20 UTC
Live Team Notes Serial Numbers: 25h4223079rt FW: v.03.00.05 Issue/ Need: Confirming shipping address Troubleshooting & Actions Taken: Sent cx direct link to confirm shipping address Cx couldn't access it on call, but was going to try to access it after the call Informed cx that they would receive a follow up email, and to reach back out if the link was also giving them further issues Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Slack Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (GG24uY2b...) | 2025-09-16 20:43:34 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (GG24uY2b...) | 2025-09-16 20:43:36 UTC | Status: CLOSED

💬 Conversation: hLiCxyzyS2qd2gV5FnY-jg

Messages 10
Customers 1
Duration 2025-09-16 20:29:57 UTC to 2025-09-16 21:49:20 UTC
Message Types PHONE_CALL: 1, EMAIL: 4, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 4
PHONE_CALL | Customer (fMSEV5_2...) | 2025-09-16 20:29:57 UTC
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 20:37:56 UTC
First and Last Name: Cheryl Hall Email: cheryldaves@gmail.com Phone Number:5166505494 Collar SN:22h2222270rt Collar FW: v.03.00.05 Collar Purchased From:Halo Resources: AP Recap/TS: Had this halo collar for 3 years and wanted to see if she can add another collar. The collar is all worn out - strap and the cover case Next Steps: Explained to her about purchasing the strap and covercase and she didnt want to pay for shipping. She wanted to instead get an upgrade using Halo care. Sent email with instructions on how to do it. All set for now.
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 20:38:37 UTC | Status: CLOSED
STATUS CHANGE | Customer (fMSEV5_2...) | 2025-09-16 20:46:59 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:06:02 UTC | Status: CLOSED
STATUS CHANGE | Customer (fMSEV5_2...) | 2025-09-16 21:49:20 UTC | Status: OPEN

💬 Conversation: 5JI0t0rZQQOuj2SarSzZEg

Messages 5
Customers 1
Duration 2025-09-16 20:30:57 UTC to 2025-09-16 21:05:12 UTC
Message Types PHONE_CALL: 2, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
PHONE_CALL | Customer (hqHMdxJI...) | 2025-09-16 20:30:57 UTC
PHONE_CALL | Agent (JcamaQTb...) | 2025-09-16 20:52:13 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 21:04:57 UTC
First and Last Name: Nate Ratcliffe Email: fiberglassxb@gmail.com Phone Number: 12063360783 Collar SN: 24h3242473rt Collar FW: v.03.00.05 Collar Purchased From: Resources: Gladly AP Recap/TS: Collar is 49 days out of warranty, and now it's not charging. He was sent a charging kit and did all the TS steps. He went through CET, and they said they can't find anything wrong with the collar. The cx is upset and frustrated with how this has been handled and the amount of money he has spent on this collar. Esc to manager Sent follow-up email w/ Manager Request Escalation (EMAIL) macro Next Steps: Manager Request Notes Customer Information Serial Number: 24h3242473rt Firmware Version: v.03.00.05 Order Number: AM-FBA1869Q8W0B Why is this being escalated? (What happened?) The cx is upset and frustrated with how this has been handled and the amount of money he has spent on this collar. The collar is 49 days out of warranty, and now it's not charging. He was sent a charging kit and did all the TS steps. He went through CET, and they said they can't find anything wrong with the collar. What is the customer requesting? The customer wants to speak with someone to see if there is anything else that can be done. In his words, he finds it odd that he has spent $700 on this collar only for it to quit working after the warranty has run out, and now he's being told that he has to spend even more money to make the collar work again. What has already been done with the customer? (Previous steps taken?) The customer has done troubleshooting steps with customer support and gone through the Collar Evaluation Team. Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone - Any time is fine. EST time zone Phone number: Cell - 206-949-6091 Email address: fiberglassxb@gmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 21:05:12 UTC
Added: lE0X_KncQI6vMmRGK1vGrA

💬 Conversation: gqQ1uXkpT3WHAlJCW25Heg

Messages 2
Customers 1
Duration 2025-09-16 20:32:10 UTC to 2025-09-16 20:37:41 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (68pteAPv...) | 2025-09-16 20:32:10 UTC
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 20:37:41 UTC | Status: CLOSED

💬 Conversation: osHMJuqtQUm9rCm_FhLoAw

Messages 4
Customers 1
Duration 2025-09-16 20:32:16 UTC to 2025-09-16 20:33:09 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 20:32:16 UTC
Live Team Notes Serial Numbers: 24h4464811rt - Nelli FW: v. 03.00.05 Applied Issue/ Need: The cx had called a couple of days ago and got an email that the collar needed to be replaced Troubleshooting & Actions Taken: Quinn emailed them two days ago to get the collar replaced per the email above Confirmed that the collar is no longer on the dog I submitted the Warranty ID: AW-20250916-46197 Sent the link on the chat, the cx was able to confirm the address Now AP shows RMA created in NetSuite Advised: 3-5 days for delivery Not to use the collar anymore Return the old collar with the label received in the replacement box Keep accessories to switch them to the new collar Informed that they will receive a one-question survey via email, so their feedback would be appreciated Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 20:33:02 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 20:33:09 UTC | Status: CLOSED

💬 Conversation: k8ndMBnIR_GTe3XZoPQfqw

Messages 6
Customers 1
Duration 2025-09-16 20:32:23 UTC to 2025-09-16 20:55:12 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (xrWbDJee...) | 2025-09-16 20:32:23 UTC
AGENT NOTE | Agent (3RoJgjXU...) | 2025-09-16 20:44:59 UTC
Live Team Notes Serial Numbers:25h4194465rt FW:v.03.00.05 Issue/ Need:Cx called needing assistance to get his address verified. Troubleshooting & Actions Taken: Advised cx to log into his account, then try the link. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly, Admin Please complete all steps in the Tier 1 Troubleshooting Guide before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (3RoJgjXU...) | 2025-09-16 20:54:47 UTC
Added: zHerDDHSRyKoaFtPZdCcew
STATUS CHANGE | Agent (3RoJgjXU...) | 2025-09-16 20:55:12 UTC | Status: CLOSED

💬 Conversation: TLPDZ3XKR4ybuEU31-NoDw

Messages 4
Customers 1
Duration 2025-09-16 20:32:57 UTC to 2025-09-16 20:36:06 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 20:32:57 UTC
Added: bDcJwjoMTjeffz13hM6gAA, BV6q0qW9QZKAbEVdca7vNQ, Oftt8viJQcq6OAbjGHi0iQ
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:34:30 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx states they returned the collars but have not received their membership plan refund Recap (When/Where/What the customer wants) AP- no collars on the account Order: 1643577 is showing a refund today 9/16 $396.43 Stripe; cx plan has also been cancelled & last two payments refunded ($9.99) Is This Resolved/Follow-Up Required? Resolved - letting cx know it may take 5-10 business days to show on statement If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 20:36:06 UTC | Status: CLOSED

💬 Conversation: 8bdhbVkyQMGG1xXKss3wkA

Messages 3
Customers 1
Duration 2025-09-16 20:34:13 UTC to 2025-09-16 22:35:01 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (w5UY4Uq7...) | 2025-09-16 20:34:13 UTC | halocollar.com
How do I change my dogs collar to make it stronger?
System/AI | 2025-09-16 20:34:39 UTC | halocollar.com
To make your dog's Halo Collar stronger, ensure you are using the correct contact tips for your dog's coat and size. Adjust the feedback settings in the Halo App by selecting your pet, swiping up on the Pet Card, and tapping Feedback Settings. You can increase the static feedback intensity if needed, but always start at a low level and adjust gradually. Make sure the collar is fitted snugly with the contact tips touching the skin for optimal performance.
STATUS CHANGE | Unknown | 2025-09-16 22:35:01 UTC | Status: CLOSED

💬 Conversation: 1_y6sW9dRdGs9qwjsM337w

Messages 10
Customers 1
Duration 2025-09-16 20:35:21 UTC to 2025-09-16 20:59:33 UTC
Message Types PHONE_CALL: 2, EMAIL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
PHONE_CALL | Customer (BGgd4OQT...) | 2025-09-16 20:35:21 UTC
PHONE_CALL | Agent (kx0B3Ww9...) | 2025-09-16 20:44:25 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 20:50:20 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Greg Bonfiglio Email: whitecornercottage2017@gmail.com Phone Number: +15173762358 Collar SN: 24h3311907rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: AP Recap/TS: Collar stopped charging. cx plugged it in yesterday and nothing happened. Cx says he has tried a reset, cx does not have another cord or another device to test with. Had cx take off the pro case Plug the collar in for 5 minutes Did a 15 seconds reset Per ts guide, sending a new kit to cx Next Steps: Sending email to cx Cx is one day oow (can be extended if the charging kit does not help).
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 20:50:35 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 20:50:42 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Greg Bonfiglio Email: whitecornercottage2017@gmail.com Phone number: +15173762358 Collar SN:24h3311907rt Collar Model: Halo 3 (Magnetic) Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 11180 Rustic Rdg Ln City: Fenton State: MI Postal code: 48430 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H3 Mag Charge, Block & Cable (full kit) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 20:50:48 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:55:39 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:59:33 UTC | Status: CLOSED

💬 Conversation: xj6lIVU4Thmy9UTIpWTRqg

Messages 4
Customers 1
Duration 2025-09-16 20:35:29 UTC to 2025-09-16 20:35:46 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 20:35:29 UTC
Live Team Notes Serial Numbers: N/A FW: Issue/ Need: Just bought 2 dog collars and the app will not let him set up Troubleshooting & Actions Taken: Adv a membership needs to be set up first Adv how to add membership online & then how to add collars Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 20:35:46 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, bDcJwjoMTjeffz13hM6gAA, UNYy8zJMRzuqZ0-CQlyc1Q
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 20:35:46 UTC | Status: CLOSED

💬 Conversation: GojetKYiRJOlmEKu7UE0bQ

Messages 6
Customers 1
Duration 2025-09-16 20:36:18 UTC to 2025-09-16 20:54:48 UTC
Message Types PHONE_CALL: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (0bzV6k2O...) | 2025-09-16 20:36:18 UTC
PHONE_CALL | Agent (hY11vVd1...) | 2025-09-16 20:36:57 UTC
TOPIC CHANGE | Agent (hY11vVd1...) | 2025-09-16 20:54:14 UTC
Added: NCR2euIFTRyzoCpXePNHpw
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 20:54:34 UTC
Live Team Notes Serial Numbers: Pre - Purchase FW: Issue/ Need: CX area does not have strong wifi CX asked about the reliability of the Collar CX asked about the difference between ordering on Amazon to Halo website Troubleshooting & Actions Taken: Advised that the collar works on LTE and satellite Advised the collar will work outside of wifi Advised of $50 Gift Card if they order two through Amazon Advised that delivery would be faster through Amazon Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 20:54:48 UTC | Status: CLOSED

💬 Conversation: daaaVSTOS3Ol6j2G4R5zew

Messages 6
Customers 1
Duration 2025-09-16 20:36:29 UTC to 2025-09-16 22:41:05 UTC
Message Types CHAT_MESSAGE: 5, CONVERSATION_STATUS_CHANGE: 1
Customer (_zTdlfUP...) | 2025-09-16 20:36:29 UTC | halocollar.com
None of the lights work on the collar anymore
System/AI | 2025-09-16 20:36:56 UTC | halocollar.com
Hi there! If your Halo Collar lights aren't working, let's try a few steps to fix it: Check Power Source: Make sure the collar is plugged into a USB-C cable and charging block, not a computer. Look for any LED lights on the collar. Inspect Charging Port: Check for dirt or debris on the charging pins and clean them gently. Perform a Hard Reset: Keep the collar plugged in for at least 5 minutes, hold the power button for 15 seconds, then release. If the lights still don't work, please reach out to Halo live support for further help.
Customer (_zTdlfUP...) | 2025-09-16 20:39:32 UTC | halocollar.com
Do the collars have updated
Customer (_zTdlfUP...) | 2025-09-16 20:39:43 UTC | halocollar.com
Need updates
System/AI | 2025-09-16 20:40:28 UTC | halocollar.com
Hi there! Yes, Halo Collars do receive firmware updates to improve performance and fix any issues. These updates happen automatically when the collar is charging and connected to Wi-Fi or cellular. To see if an update is available, check the Halo App for an "Out of Date" notification. Make sure your collar is connected to Wi-Fi for faster updates, as some updates require Wi-Fi only. If necessary, you can also perform a wired update for older firmware versions. Keeping your collar updated ensures the best performance and GPS accuracy.
STATUS CHANGE | Unknown | 2025-09-16 22:41:05 UTC | Status: CLOSED

💬 Conversation: 0niNC_9WShmI09hQsA8_6g

Messages 3
Customers 1
Duration 2025-09-16 20:37:14 UTC to 2025-09-16 22:38:03 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (MgiVfzLI...) | 2025-09-16 20:37:14 UTC | halocollar.com
cancle subscription
System/AI | 2025-09-16 20:37:39 UTC | halocollar.com
To cancel your Halo subscription, please log in to your account on the Halo website. Once logged in, navigate to your account dashboard and select "Cancel Plan." A pop-up will appear; click "Confirm" to finalize the cancellation. Your plan will remain active until the end of the current billing cycle. If you wish to undo the cancellation before the cycle ends, you can click "Restore" to continue your plan without interruption.
STATUS CHANGE | Unknown | 2025-09-16 22:38:03 UTC | Status: CLOSED

💬 Conversation: DwX4iXGhSoWtKuVdAN1DAg

Messages 10
Customers 1
Duration 2025-09-16 20:37:34 UTC to 2025-09-16 21:02:05 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 2, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (9xWgs2u7...) | 2025-09-16 20:37:34 UTC | halocollar.com
I didn’t receive anything with the new collar owing instructions to send the broken one back
System/AI | 2025-09-16 20:38:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 20:45:43 UTC
Live Team Notes Serial Numbers: 25h4330021rt FW: 03.00.05 Issue/ Need: Cx never received a return label to send damaged collar back to HC Troubleshooting & Actions Taken: -Recorded cx phone number and shipping address -Will submit label req for cx Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 20:46:00 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (LZsYfs6M...) | 2025-09-16 20:47:53 UTC
Label Request Notes RMA Number from Admin Portal- AW-20250826-42163 Reason for Request- Cx never received a return label once she did receive WR collar Accessory or Collar- Collar Customer's Shipping Address- 1323 South Highway 19, Herman, MO, 65041 If the Shipping Address or the RMA Number is missing, we will not be able to send the label and the conversation will be sent back to you to complete
TOPIC CHANGE | Agent (LZsYfs6M...) | 2025-09-16 20:48:25 UTC
Added: Nf-QZDukQcG7MEnpW2vqLg
AGENT NOTE | Agent (K5Oem0q0...) | 2025-09-16 21:00:33 UTC
Label request: Warranty # AW-20250826-42163 Tracking #791943159120
STATUS CHANGE | Agent (K5Oem0q0...) | 2025-09-16 21:02:05 UTC | Status: CLOSED

💬 Conversation: _-iJApllQtCHpzC0hRZwKQ

Messages 4
Customers 1
Duration 2025-09-16 20:37:37 UTC to 2025-09-16 20:38:54 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 20:37:37 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, BV6q0qW9QZKAbEVdca7vNQ
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:38:26 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx states they returned the collar to Amazon & would like to cancel/refund their membership Recap (When/Where/What the customer wants) AP - collar still linked to the account but was last heard 7/11/25 Stripe; cancelled plan immediately & refunded last charge Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 20:38:54 UTC | Status: CLOSED

💬 Conversation: VG33MuwcR2a_nZG4ffV1_w

Messages 4
Customers 1
Duration 2025-09-16 20:37:40 UTC to 2025-09-16 20:44:10 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (vpeosuCo...) | 2025-09-16 20:37:40 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 20:43:07 UTC
Added: 76jKdDJqQKG1X52gm4kjGg, SMYZ9ncRSIyKFeGsLX1pew
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 20:43:08 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Hallie Bobula Email: halliebobula@gmail.com Phone Number: +19063902599 Collar SN: 23h3360931rt, 23h3361501rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: Gladly, AP Recap/TS: Cx's collars not charging properly/holding charge. According to AP, the collars FW is outdated and pushed the newest FW update. Advised cx to keep the collars plugged, so the FW updates. If issues still persist after FW update, to reach us out again. Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 20:44:10 UTC | Status: CLOSED

💬 Conversation: 2otP5duFTV6yRdTY2W9-3Q

Messages 5
Customers 1
Duration 2025-09-16 20:38:28 UTC to 2025-09-16 20:59:21 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (9sEqV-xn...) | 2025-09-16 20:38:28 UTC
AGENT NOTE | Agent (R0Luxcqv...) | 2025-09-16 20:55:34 UTC
Live Team Notes Serial Numbers: 25h4040200rt FW: v.03.00.05 Warranty ID: AW-20250522-19137 Issue/ Need: cx is experiencing a problem with the collar and tried contacting HR and that didn't help. It’s a consistent issue with all the collars she had before. Troubleshooting & Actions Taken: Address verification link sent Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, Kb Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (R0Luxcqv...) | 2025-09-16 20:55:40 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (R0Luxcqv...) | 2025-09-16 20:59:21 UTC | Status: CLOSED

💬 Conversation: _Yiz5NxaQNmU0rD12G9CVg

Messages 5
Customers 1
Duration 2025-09-16 20:38:34 UTC to 2025-09-16 20:42:35 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (DRL3eEs5...) | 2025-09-16 20:42:22 UTC
Referring to cx for live support
TOPIC CHANGE | Agent (DRL3eEs5...) | 2025-09-16 20:42:31 UTC
Added: w4-N2LKvQhW0agGKylANbg, 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (DRL3eEs5...) | 2025-09-16 20:42:35 UTC | Status: CLOSED

💬 Conversation: PDOnNrWMRe63oCGHhcbuOg

Messages 8
Customers 1
Duration 2025-09-16 20:39:11 UTC to 2025-09-16 20:51:43 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 3, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
PHONE_CALL | Customer (WH3ujYgw...) | 2025-09-16 20:39:11 UTC
STATUS CHANGE | AUTOMATION (ZU8VR_zc...) | 2025-09-16 20:49:06 UTC | Status: CLOSED
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 20:51:19 UTC | Status: OPEN
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 20:51:21 UTC
First and Last Name: Lisa Gardina & The Pages Email: lisaann.gardina@amnhealthcare.com Phone Number:12097432023 Collar SN:24h3043397rt Collar FW: v.03.00.05 Collar Purchased From:Halo Resources: AP Recap/TS: Called in last week as the collar is having issues. Tried some things and didnt work. The battery is dead now - it will charge and did the GPS accuracy but it didnt reset it. It started buzzing now till the battery ran out. She was frustrated that she had to upgrade the collar and not get another one since she was outside warranty. Next Steps: Checked AP and it has diagnostic error. She is outside warranty by over 100 days. Explained to cx about Halo care to upgrade to H4. Cx wanted me to send her a new H4 by using her card details. Informed her that we cannot do it as it is something the cx has to do it on their end for their own security.
TOPIC CHANGE | Agent (XFHTycPM...) | 2025-09-16 20:51:42 UTC
Added: WprjYFTuRsSlVmqirbejqg
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 20:51:43 UTC | Status: CLOSED

💬 Conversation: dJLPoqrXQYa9dYmLHOQ60Q

Messages 4
Customers 1
Duration 2025-09-16 20:39:41 UTC to 2025-09-16 20:42:48 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (M0svworG...) | 2025-09-16 20:39:41 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, BV6q0qW9QZKAbEVdca7vNQ
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:41:58 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx states they no longer have or use the collar & would like to cancel/refund their annual plan Recap (When/Where/What the customer wants) AP; no collars on the account, collar removed Aug 19th Stripe; shows cx was refunded recent annual charge when they cancelled their account Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 20:42:48 UTC | Status: CLOSED

💬 Conversation: yyKiA1P4QjyUGRX5AaULMA

Messages 2
Customers 1
Duration 2025-09-16 20:40:11 UTC to 2025-09-16 22:41:05 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 22:41:05 UTC | Status: CLOSED

💬 Conversation: m8C6XDY3T9OGQCNK2haJqg

Messages 4
Customers 1
Duration 2025-09-16 20:40:14 UTC to 2025-09-16 20:51:54 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (6f_ZA7PQ...) | 2025-09-16 20:40:14 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 20:50:24 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 20:50:25 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Content Eontin Email: bacontent@gmail.com Phone Number: +18083759005 Collar SN: Collar FW: Collar Purchased From: Resources: Gladly, AP Recap/TS: Cx had just placed an order and asked which courier will use. Explained we use FedEx. Cx says the shipping address was a PO Boc. Explained to cx that FedEx doesn't ship to PO Boxes and usually hands over the orders to USPS to complete the delivery to PO Boxes. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 20:51:54 UTC | Status: CLOSED

💬 Conversation: R_f-GhP2Q26NNj8QJTNIdQ

Messages 2
Customers 1
Duration 2025-09-16 20:41:26 UTC to 2025-09-16 20:41:37 UTC
Message Types CHAT_MESSAGE: 2
Customer (SgZFpiRr...) | 2025-09-16 20:41:26 UTC | halocollar.com
My card for payment has been declined. How do i get back to the payment options screen?
System/AI | 2025-09-16 20:41:37 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: qPMTqlgYQWGt7EDti0gOYg

Messages 4
Customers 1
Duration 2025-09-16 20:41:49 UTC to 2025-09-16 20:44:36 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (n4Xy9UQ5...) | 2025-09-16 20:41:49 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (n4Xy9UQ5...) | 2025-09-16 20:41:50 UTC
Live Team Notes Serial Numbers:24h4464732rt FW:v.03.00.05 Issue/ Need: Cx contacted for warranty order update Cx concerned about not having new collar Old collar deactivated unable to use Troubleshooting & Actions Taken: Check warranty page Check order status page for update No shipping update available Advised customer item will ship soon Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Halo Order status page Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (n4Xy9UQ5...) | 2025-09-16 20:44:36 UTC | Status: CLOSED

💬 Conversation: GO8tKo7ISNeMUKG7OnS6fw

Messages 5
Customers 1
Duration 2025-09-16 20:42:31 UTC to 2025-09-16 22:45:12 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (mHpwywcy...) | 2025-09-16 20:42:31 UTC | halocollar.com
My collar was acting up wouldn’t connect to anything and now it won’t charge
System/AI | 2025-09-16 20:43:01 UTC | halocollar.com
Hi there! I'm sorry to hear about the issues with your Halo Collar. For charging problems, make sure the collar is connected to a reliable USB-C cable and charging block, not a computer. Check the charging port for any debris and clean it gently if needed. If no LED lights appear, try a hard reset by holding the power button for 15 seconds while the collar is plugged in. For connectivity issues, ensure Bluetooth is enabled on your phone and the Halo app has the necessary permissions. If problems persist, please contact our live support team for further assistance.
Customer (mHpwywcy...) | 2025-09-16 20:44:12 UTC | halocollar.com
I did all that I think it might be dead. Do you offer discounts for existing owners to buy new collars?
System/AI | 2025-09-16 20:44:55 UTC | halocollar.com
Hi there! Yes, we offer discounts for existing Halo Collar owners through our Halo Care and Halo Protection plans. With Halo Care, you can replace your collar at a reduced price for $9.99/month per collar. Halo Protection is included with all memberships and offers replacements at a lower cost based on your membership level. To take advantage of these options, please visit your account on our website for more details.
STATUS CHANGE | Unknown | 2025-09-16 22:45:12 UTC | Status: CLOSED

💬 Conversation: kf4ptBi-StStdmDKAPmqkQ

Messages 5
Customers 1
Duration 2025-09-16 20:42:50 UTC to 2025-09-16 20:44:18 UTC
Message Types CHAT_MESSAGE: 5
Customer (f0ohVoRN...) | 2025-09-16 20:42:50 UTC | halocollar.com
PET pin on different continent
System/AI | 2025-09-16 20:43:33 UTC | halocollar.com
The Halo Collar can function globally with GPS satellite access. However, the Halo App is currently available only in the U.S. and Canada. For app functionality, an active Halo membership is required, which can only be purchased in USD or CAD. We're working to expand app availability to more regions, so stay tuned for updates. If you have further questions or need assistance, feel free to ask!
Customer (f0ohVoRN...) | 2025-09-16 20:44:11 UTC | halocollar.com
pet pin is malfunctioning
Customer (f0ohVoRN...) | 2025-09-16 20:44:12 UTC | halocollar.com
System/AI | 2025-09-16 20:44:18 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: pbMBAaQlSfeWgKwuXymdJA

Messages 5
Customers 1
Duration 2025-09-16 20:42:58 UTC to 2025-09-16 20:52:33 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 20:42:58 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 20:52:28 UTC
Live Team Notes Serial Numbers: 22h2240726rt, 25h4284945rt FW: v.02.08.11 Issue/ Need: Collars are not tracking Troubleshooting & Actions Taken: Had cx share screen and they wouldn't track or would be delayed Checked ap and noticed from the three collars the ones not tracking have outdated firmware Pushed latest firmware and explained to cx how to update Told cx about halo care because she was interested in upgrading one of her collars Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 20:52:29 UTC
Added: yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 20:52:33 UTC | Status: CLOSED

💬 Conversation: 6D-hpvXkTouGjVQYkmZ_Mw

Messages 2
Customers 1
Duration 2025-09-16 20:43:29 UTC to 2025-09-16 20:44:06 UTC
Message Types CHAT_MESSAGE: 2
Customer (fCqR7PcC...) | 2025-09-16 20:43:29 UTC | halocollar.com
My collar broke
System/AI | 2025-09-16 20:44:06 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: daD7b-imTJOQN7tK5k3qhA

Messages 23
Customers 1
Duration 2025-09-16 20:46:38 UTC to 2025-09-16 22:04:00 UTC
Message Types EMAIL: 5, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 7, CONVERSATION_STATUS_CHANGE: 5, CHAT_MESSAGE: 4
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 20:52:08 UTC
Added: DWX7EuMeSkumrbZ8T4AUPQ
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 20:52:13 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx states gps signal is not updating for collar 24h3431583rt Recap (When/Where/What the customer wants) Providing gps troubleshooting steps Is This Resolved/Follow-Up Required? resolved If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 20:55:30 UTC | Status: CLOSED
Customer (vsFTXDIa...) | 2025-09-16 21:01:40 UTC | halocollar.com
Can halo track a collar that is on my dog when I’m not connected
STATUS CHANGE | Customer (vsFTXDIa...) | 2025-09-16 21:01:40 UTC | Status: OPEN
System/AI | 2025-09-16 21:02:18 UTC | halocollar.com
Hi there! Yes, the Halo Collar can track your dog's location using GPS even when you're not connected to Wi-Fi or cellular service. It uses satellite data to keep track of your dog's location and ensure their safety within virtual fences. While the GPS feature works independently, you'll need connectivity for live updates and notifications in the Halo App. So, even if you're offline, the collar will still function to keep your dog safe within the set boundaries.
Customer (vsFTXDIa...) | 2025-09-16 21:02:43 UTC | halocollar.com
Can halo tell me where my dog is now
System/AI | 2025-09-16 21:02:57 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 21:11:38 UTC
Live Team Notes Serial Numbers: 24h3431583rt FW: v.02.08.11 Issue/ Need: Pet is lost and has been lost for about an hour Troubleshooting & Actions Taken: Checked in ap and last known location was taken an hour and 14 mins ago Those last known coordinates are 36°15'59.4"N 76°05'58.2"W which is right by the house Cx lives nearby woods so it's possible dog might be in the woods which is why it stopped tracking Getting this escalated asap Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 21:11:39 UTC
Added: UWMXj0oHRQer7bHi95Vm2w, 5PPl2RS4TSeSg5z-6z7TAQ | Removed: DWX7EuMeSkumrbZ8T4AUPQ
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 21:13:05 UTC
IRT Escalation Customer's Name: Hannah Simmon Customer's Email: 22hannahmarie@gmail.com Customer's Phone Number: 2523405587 Customer's Preferred Contact Method: Phone Serial Number (for Collar worn at the time of the incident): 24h3431583rt Incident Details General Overview & Details (What happened? Please be as detailed as possible.): Dog ran off possibly into the woods nearby their house. Cx has not been able to find them as of yet Time of Incident: Around 4PM EST Date of Incident: 9/16/25 Dog’s Condition (Injured? Lost? Deceased?): Lost Please reference this article for more information. [https://support.halocollar.com/hc/en-us/articles/18003018961303-AGENT-ONLY-Lost-and-Injured-Dog-Escalation-Steps?source=search]
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 21:24:22 UTC
Intermediate Notes Issue/ Need: Cx is trying to find her lost pup still has not heard back from IRT Previous Steps:(previous interactions) IRT Recap/TS: (current interaction) Advised Cx I would get this sent out for urgent attention, call was disconnected Resources: (Articles, Slack Threads, Docs) admin portal Next Steps: follow up email. IRT
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 21:29:58 UTC
Live Team Notes Serial Numbers: 24h3431583rt FW: v.02.08.11 Issue/ Need: Cx is calling back about a lost pet for the last hour and 20 minutes. Troubleshooting & Actions Taken: Phone-2523405587 Follow up with coordinates. Update-Cx said they have the dog now safely back home. The husband found and picked up the dog-Gunner 5:29 PM Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (UNfbdmGc...) | 2025-09-16 21:33:32 UTC | Status: CLOSED
STATUS CHANGE | Agent (iBPLP4RB...) | 2025-09-16 21:50:21 UTC | Status: OPEN
AGENT NOTE | Agent (iBPLP4RB...) | 2025-09-16 21:50:42 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Serial Number (for Collar worn at the time of the incident): 24h3431583rt Recap (When/Where/What the customer wants) Dog ran off possibly into the woods nearby their house. Cx has not been able to find them as of yet Is This Resolved/Follow-Up Required? Y If Follow Up Is Required (What/When) IRT will respond to the customer. Optional Additional Info: As of 5:28pm, Workbook telemetry places the collar in the driveway of 164 Milltown Road, Shiloh, NC, Workbook reports no critical issues in the last 30 days. Diagnostic data reports 23 LTE_Init_Fails on 9-16. Azure daily_diag_print reports 69 LTE_Init_Fails on 9-16-25. The collar needs to be replaced and is still under warranty.
AGENT NOTE | Agent (KshEi1Yy...) | 2025-09-16 21:58:28 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) The cx's dog went missing for an hour and a half. Recap (When/Where/What the customer wants) The cx's dog went missing on 9/16 around 4:00PM EST. The cx was unable to locate the dog due to the app losing connectivity to the collar. The cx's husband was eventually able to locate the dog around 5:29 EST. The dog has been returned home safely. CET reports LTE modem failure The collar needs to be replaced. Is This Resolved/Follow-Up Required? FU If Follow Up Is Required (What/When) Inform the cx that their collar is in need of replacement. Send call link. Optional Additional Info:
STATUS CHANGE | Agent (KshEi1Yy...) | 2025-09-16 22:04:00 UTC | Status: CLOSED

💬 Conversation: 3mYPuQHlQUqbAUqBe9267Q

Messages 9
Customers 1
Duration 2025-09-16 20:47:04 UTC to 2025-09-16 21:17:10 UTC
Message Types PHONE_CALL: 3, CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 20:47:04 UTC
PHONE_CALL | Agent (xJ3NOJLY...) | 2025-09-16 20:47:15 UTC
AGENT NOTE | Agent (xJ3NOJLY...) | 2025-09-16 20:47:50 UTC
Called cx as scheduled time, but there was no answer and no voicemail option
PHONE_CALL | Customer (bZDydCNw...) | 2025-09-16 20:48:20 UTC
AGENT NOTE | Agent (kx0B3Ww9...) | 2025-09-16 21:16:45 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Kelley Van der Werff Email: kelleyvanderwerff@gmail.com Phone Number: +19105548129 Collar SN: 25h3110194rt Collar FW: v.02.08.11 Collar Purchased From: Halo Resources: AP Recap/TS: Collar is no longer taking a charge Cx has 3 magnetic adaptors and has tried all 3 The cable and block charger her phone We went through the ts steps again. Had cx plug the collar in for 5 minutes, then did a 15secs reset. Still no response from the collar Initiated a warranty Confirmed address Sending follow up to cx. Cx also inquired about a discount on a replacement for a lost collar. Let cx know about halo protection and halo care. Cx says she was not aware she had those options and would look into halo care Next Steps: Sending email to cx
TOPIC CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 21:17:06 UTC
Added: N_yHDZizTl2ll1otDSOr9Q
STATUS CHANGE | Agent (kx0B3Ww9...) | 2025-09-16 21:17:10 UTC | Status: CLOSED

💬 Conversation: CkNbls6jSGO9XLM8kwKM-w

Messages 4
Customers 1
Duration 2025-09-16 20:48:42 UTC to 2025-09-16 21:18:03 UTC
Message Types PHONE_CALL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (B82XnqLO...) | 2025-09-16 20:48:42 UTC
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 20:52:36 UTC
Added: NCR2euIFTRyzoCpXePNHpw
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 21:18:02 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Jonathan Cooper Email: Phone Number: +18657245528 Collar SN: Collar FW: Collar Purchased From: Resources: Gladly, KB, RES Recap/TS: Cx had inquiries about the Halo Collar. Explained the features, subs, etc. Asked RES if there's interest if using Affirm as payment method. RES said that is something only Affirm can answer. Cx pleased that their questions were answered. Next Steps: Resolved.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 21:18:03 UTC | Status: CLOSED

💬 Conversation: Tk5uPDTwR2SDyuRcUgYZwQ

Messages 2
Customers 1
Duration 2025-09-16 20:51:58 UTC to 2025-09-16 20:53:19 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (AVwq5ENu...) | 2025-09-16 20:51:58 UTC
STATUS CHANGE | Unknown | 2025-09-16 20:53:19 UTC | Status: CLOSED

💬 Conversation: w3o1rtF2TSOPahkd5BXspw

Messages 2
Customers 1
Duration 2025-09-16 20:52:25 UTC to 2025-09-16 20:54:34 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (ZeJsrAtH...) | 2025-09-16 20:52:25 UTC
STATUS CHANGE | Unknown | 2025-09-16 20:54:34 UTC | Status: CLOSED

💬 Conversation: wuWQYiFORCK1e77n2xv_Iw

Messages 2
Customers 1
Duration 2025-09-16 20:52:32 UTC to 2025-09-16 20:52:36 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (96OsG-gW...) | 2025-09-16 20:52:32 UTC
STATUS CHANGE | Unknown | 2025-09-16 20:52:36 UTC | Status: CLOSED

💬 Conversation: o9ND1e7zRX-Z0DB3Ae6-dg

Messages 5
Customers 1
Duration 2025-09-16 20:53:41 UTC to 2025-09-16 20:55:21 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 20:53:41 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 20:53:43 UTC
Live Team Notes Serial Numbers: 25h4265159rt FW:v.03.00.05 Issue/ Need: Cx has lost collar and needs info on replacements/upgrades Troubleshooting & Actions Taken: Sending cx link with replacements options via email Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 20:55:21 UTC | Status: CLOSED

💬 Conversation: 5m3Wz3XlTzOVAAHHpoQk6w

Messages 3
Customers 1
Duration 2025-09-16 20:53:41 UTC to 2025-09-16 22:54:27 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (PLv9ptJM...) | 2025-09-16 20:53:41 UTC | halocollar.com
It won’t let me connect to wifi
System/AI | 2025-09-16 20:54:26 UTC | halocollar.com
Hey there! To connect your Halo Collar to Wi-Fi, open the Halo App and go to Settings > My Collars. Select your pet’s collar, tap Wi-Fi to scan networks, and choose your 2.4 GHz Wi-Fi network. Enter the password and confirm. Make sure your phone is on the same Wi-Fi network during setup. If you're still having trouble, try moving the collar closer to the router, restarting the router, and checking that your Halo app is updated. For more help, you can check Wi-Fi diagnostics in the app: Settings > My Collars > Diagnostics > Wi-Fi module. Let me know if you need anything else!
STATUS CHANGE | Unknown | 2025-09-16 22:54:27 UTC | Status: CLOSED

💬 Conversation: ufOYY1CFS-WNgXP-aXazzA

Messages 5
Customers 1
Duration 2025-09-16 20:54:14 UTC to 2025-09-16 21:03:39 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 21:03:35 UTC
Live Team Notes Serial Numbers:n/a FW:n/a Issue/ Need: Cx says to cancel plan Troubleshooting & Actions Taken: Sent Subscription- Cancellation Instructions macro Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 21:03:38 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 21:03:39 UTC | Status: CLOSED

💬 Conversation: pHD6hBgoQPKg2o-LaAZeZg

Messages 4
Customers 1
Duration 2025-09-16 20:56:26 UTC to 2025-09-16 20:57:07 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 20:56:26 UTC
Live Team Notes Serial Numbers:25h4287512rt FW:v.03.00.05 Issue/ Need: Cx wanted return collar Troubleshooting & Actions Taken: Cx confused by the app and how to make it work Cx was within return window Had Cx share screen and walked Cx though return Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Website Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 20:57:05 UTC
Added: dalVhhsQSPa34hr7YP3Zjg, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 20:57:07 UTC | Status: CLOSED

💬 Conversation: eSJfdNqHR_OC8GO3kLUv5w

Messages 3
Customers 1
Duration 2025-09-16 20:56:49 UTC to 2025-09-16 21:00:18 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (M0svworG...) | 2025-09-16 20:56:49 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Billing - cx placed order for new collar using HC & states they never received it Cx has confirmed address with previous agent & it matches the original order, so this was FedEx issue Recap (When/Where/What the customer wants) Order: 1650333 Tracking: 392562778670 [https://www.fedex.com/fedextrack/?trknbr=392562778670&trkqual=2460915000~392562778670~FX]; says delivered 8/29/25 Lost Package Process: Deactivated 25h4309561rt Filled out FedEx shipping issues form Put in REP order 1660486 to replace 1650333 (lost package) Added new order to new kit list Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
STATUS CHANGE | Agent (M0svworG...) | 2025-09-16 21:00:18 UTC | Status: CLOSED

💬 Conversation: weA-jmywQF-ReedWOh5hZA

Messages 13
Customers 1
Duration 2025-09-16 20:57:05 UTC to 2025-09-16 21:23:06 UTC
Message Types EMAIL: 6, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 21:08:13 UTC
Live Team Notes Serial Numbers:25h4286050rt /25h4274004rt /25h4285540rt FW:v.03.00.05 Issue/ Need: Cx replied to pack plan receipt saying "I canceled this" Troubleshooting & Actions Taken: Advsd cx account still active - sent Subscription- Cancellation Instructions Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 21:10:39 UTC
Live Team Notes Serial Numbers:25h4286050rt /25h4274004rt /25h4285540rt FW:v.03.00.05 Issue/ Need: Cx immeditately replied saying they returned collar and canceled plan Troubleshooting & Actions Taken: Asked if they requested to cancel with return Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 21:10:42 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 21:10:44 UTC | Status: CLOSED
STATUS CHANGE | Customer (DCRIweXO...) | 2025-09-16 21:16:39 UTC | Status: OPEN
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 21:21:18 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) cx not using collar at this time Recap (When/Where/What the customer wants) cx requesting to cancel membership plan refunded $43.65 Action Taken To Date (What has been completed) cancelled plan Customer Notified (Y/ N)? Y Is This Resolved/Follow-Up Required? n/a If Follow Up Is Required (What/When) advising of cancellation and refund Optional Additional Info: n/a Alternate Refunds Team ONLY Note Used by: Live Agent and Alternate Refunds Team When to use: Only when processing an approved alternate refund. Must complete “Live” Note
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:23:06 UTC | Status: CLOSED

💬 Conversation: 4usXFWd0Te6Fkc3ERSDyiA

Messages 3
Customers 1
Duration 2025-09-16 20:57:20 UTC to 2025-09-16 22:58:29 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (kYTqod06...) | 2025-09-16 20:57:20 UTC | halocollar.com
When will my replacement collar ship
System/AI | 2025-09-16 20:57:59 UTC | halocollar.com
Hi there! Your replacement collar will ship within 3-5 business days after you confirm your shipping address. Please keep an eye on your inbox for a confirmation email, and don't forget to check your spam or junk folders just in case. For more details, you can track your order using your order number and email on the Order Status Dashboard. If you haven't received the confirmation email, feel free to reach out to our live support team for help.
STATUS CHANGE | Unknown | 2025-09-16 22:58:29 UTC | Status: CLOSED

💬 Conversation: NdvX9avYRFyuCX9DcQYYEw

Messages 18
Customers 1
Duration 2025-09-16 20:58:01 UTC to 2025-09-16 22:29:58 UTC
Message Types EMAIL: 8, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 7
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 21:07:50 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx needing screws for the H4 collar Recap (When/Where/What the customer wants) Asking for cx shipping address and phone number Is This Resolved/Follow-Up Required? Once info has been provided, please send cx a strap adjustment kit If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 21:10:04 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:10:07 UTC | Status: CLOSED
STATUS CHANGE | Customer (1hfpzbn6...) | 2025-09-16 21:22:02 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:29:10 UTC | Status: CLOSED
STATUS CHANGE | Customer (1hfpzbn6...) | 2025-09-16 21:38:52 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 21:50:13 UTC
Accessory Order Number-1660510 Strap Adj. Kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:50:20 UTC | Status: CLOSED
STATUS CHANGE | Customer (1hfpzbn6...) | 2025-09-16 22:09:38 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:29:58 UTC | Status: CLOSED

💬 Conversation: ReN7skvuQIaok_SQHAp2SQ

Messages 6
Customers 1
Duration 2025-09-16 20:58:02 UTC to 2025-09-16 20:59:18 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 20:58:02 UTC
Live Team Notes Serial Numbers:24h3160262rt FW:v.02.08.11 Issue/ Need: W?R - Missing shipping info Cx called in to start w/r process Missing shipping info - unable to start process ESCO to billing Troubleshooting & Actions Taken: ESCO to billing Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 20:58:56 UTC
Billing Team Escalation Notes Affected Serial Number:Serial Numbers:24h3160262rt FW::v.02.08.11 Order ID: NA RMA Ticket #:NA Subscription Start Date:Feb 21, 2024 4:30 PM Reason for Escalation: Missing shipping info Requested Action: Fill info and statr w/r process for cx.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 20:59:12 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, G-jsEqQoTI27CkJ4fDF2cA
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 20:59:17 UTC
Added: 76jKdDJqQKG1X52gm4kjGg
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 20:59:18 UTC | Status: CLOSED

💬 Conversation: CMVuSsY-QtCXn-5iaXS43A

Messages 5
Customers 1
Duration 2025-09-16 20:58:31 UTC to 2025-09-16 21:06:57 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 21:06:33 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX's dog passed away and they want to make sure their plan doesn't renew Recap (When/Where/What the customer wants) Set plan to cancel in Feb. 2026 Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:06:52 UTC
Added: Oftt8viJQcq6OAbjGHi0iQ, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:06:57 UTC | Status: CLOSED

💬 Conversation: Jtfw_PpVRmSx5TwwFe9Tdw

Messages 3
Customers 1
Duration 2025-09-16 20:58:38 UTC to 2025-09-16 23:00:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (5BIA2O1x...) | 2025-09-16 20:58:38 UTC | halocollar.com
hi my halo app doesnt work
System/AI | 2025-09-16 20:59:31 UTC | halocollar.com
Hi there! I'm sorry to hear your Halo app isn't working. First, let's make sure your app is updated to the latest version. For iPhone, head to the App Store, search for "Halo Collar," and tap Update if it's available. For Android, visit the Google Play Store, tap the profile icon, select Manage apps & devices, and update the Halo app if needed. If you're still having trouble, please check that your email address is confirmed within the app, and ensure Bluetooth and Wi-Fi are enabled on your device. If you need more help, feel free to reach out to Halo Support via email or phone.
STATUS CHANGE | Unknown | 2025-09-16 23:00:31 UTC | Status: CLOSED

💬 Conversation: cFH2AU_NQjC_K0xAKTHJxw

Messages 4
Customers 1
Duration 2025-09-16 20:58:47 UTC to 2025-09-16 20:58:56 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 20:58:47 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 20:58:49 UTC
Live Team Notes Serial Numbers: 25h4154928rt FW: 03.00.05 Issue/ Need: Cx calls reporting diagnostic error on pups collar Troubleshooting & Actions Taken: assisted Cx in confirming shipping address Resources Used (provide details): (KB articles, Slack posts, internal docs.): admin portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 20:58:56 UTC | Status: CLOSED

💬 Conversation: Pn07dKA_QfG6er1zT5cBGQ

Messages 4
Customers 1
Duration 2025-09-16 20:59:17 UTC to 2025-09-16 21:00:55 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 20:59:17 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WUKscBrXRHKv5Oyy8OvQOw, -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 20:59:21 UTC
Live Team Notes Serial Numbers: 24h3241929rt FW: v.02.08.11 Issue/ Need: H3 has a broken carabiner Troubleshooting & Actions Taken: Placed a one time courtesy order of carabiner replacement kit(order number:1660489) Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP WOO Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:00:55 UTC | Status: CLOSED

💬 Conversation: r97uKhipQNuKGalNf_abjg

Messages 3
Customers 1
Duration 2025-09-16 20:59:20 UTC to 2025-09-16 23:00:31 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (EZeYQb2N...) | 2025-09-16 20:59:20 UTC | halocollar.com
Collar won’t charge
System/AI | 2025-09-16 20:59:53 UTC | halocollar.com
Hey there! If your Halo Collar isn't charging, let's try a few things. First, make sure you're using the original USB-C cable and a compatible charging block (not a computer). Check for any LED lights on the collar when it's plugged in. Remove any protective case to ensure proper contact. Test the charging cable and block with another device to confirm they're working. Inspect the charging port for debris and clean it gently if needed. You can also perform a hard reset by keeping the collar plugged in for 5 minutes, then holding the power button for 15 seconds. If you're still having trouble, feel free to reach out to Halo support for further assistance.
STATUS CHANGE | Unknown | 2025-09-16 23:00:31 UTC | Status: CLOSED

💬 Conversation: vV_H_bTnRMaVj14bS5JTAg

Messages 4
Customers 1
Duration 2025-09-16 21:00:14 UTC to 2025-09-16 21:06:34 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 21:00:14 UTC
Added: jN7nMmX-TGW78SajheFiSw, yUdj74HoRguBsTQ2B0ZktA, 6jk7DobMRw2g1ATE6kOMjw
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 21:06:33 UTC
Live Team Notes Serial Numbers: 24h3173264rt FW: 03.00.05 Issue/ Need: Cx has 2 H3 units but only one has an issue Troubleshooting & Actions Taken: Collar 24h3173264rt pin is no longer moving on the map and not connecting to the GPS Cx has taken dog and collar out several times but it is not changing the GPS level After looking into collar in workbook, I found an LTE error Attached screenshot Mila verified collar needed to be replaced Collar is oow so I recommended HC/HPP Sent info on this option Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Workbook Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 21:06:34 UTC | Status: CLOSED

💬 Conversation: YP7BKx8GQJudGE8yTGDj7g

Messages 9
Customers 1
Duration 2025-09-16 21:00:37 UTC to 2025-09-16 21:33:59 UTC
Message Types TOPIC_CHANGE: 4, CONVERSATION_NOTE: 3, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 21:00:37 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 21:00:42 UTC
Added: mj_RH99OSYKd8pMTh-TZ2g
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 21:07:09 UTC
Live Team Notes Serial Numbers: 24h3331066rt FW: v.03.00.05 Issue/ Need: cx says the collar will not charge and has no power. For over a week now. Troubleshooting & Actions Taken: Checked for damage. Cleaned. No lights when plugged in and swapped cables and accessories to another collar. We performed all resets. Charged overnight and tired all reset before. Move to WR for dead unit. Warranty ID: AW-20250916-46206 Resources Used (provide details): (KB articles, Slack posts, internal docs.): Glady/Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (UNfbdmGc...) | 2025-09-16 21:11:32 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Dustyn Topper Email: dustyntopper35@gmail.com Phone number: 7155336461 Collar SN: 23h3423846rt Collar Model: Halo 3 final Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 1467 19th Street City: Cameron State: WI Postal code: 54822 Country: US What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H3 Case-Graphite x 2 For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why". Both are damaged and cx needs protection for having many WRs.
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 21:11:39 UTC
Added: J6SkFGXlQuSCNs7po8eoOQ
TOPIC CHANGE | Agent (UNfbdmGc...) | 2025-09-16 21:11:47 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 21:33:55 UTC
Accessory Order Number-1660505 H3 Graphite case X2
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:33:59 UTC | Status: CLOSED

💬 Conversation: j6gfYuUoRCiHMP3Lj1YZBA

Messages 4
Customers 1
Duration 2025-09-16 21:01:05 UTC to 2025-09-16 21:01:29 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 21:01:05 UTC
Live Team Notes Stephanie Leddy Serial Numbers: 24h3130702rt FW: 02.03.21 Issue/ Need: cx states she is confused about her account cant get to add her collar to halo app Troubleshooting & Actions Taken: Looking for cx account with this email wildflower0810@hotmail.com Cx has an active bronze membership on this acct with wildflower-email Adv cx to log into halo app using credentials for this acct since its the acct with them pack membership Cx states she will text her BF with info and call back if needed Resources Used (provide details): (KB articles, Slack posts, internal docs.): T1 TS Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 21:01:05 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, bDcJwjoMTjeffz13hM6gAA
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 21:01:29 UTC | Status: CLOSED

💬 Conversation: idbKkMDJT3-aF9Thjr77Ug

Messages 2
Customers 1
Duration 2025-09-16 21:01:06 UTC to 2025-09-16 21:01:19 UTC
Message Types CHAT_MESSAGE: 2
Customer (W_y3dhfQ...) | 2025-09-16 21:01:06 UTC | halocollar.com
I was charged $4.49 and $0.68 in addition to my monthly subscription. What are these charges for?
System/AI | 2025-09-16 21:01:19 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 9zO1ZxCEQY-U0wx90oQVqA

Messages 4
Customers 1
Duration 2025-09-16 21:01:53 UTC to 2025-09-16 21:02:03 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (5XverIxv...) | 2025-09-16 21:01:53 UTC
First and Last Name: Amy Maher Email: amy.maher19@gmail.com Other contact info if possible: +1 513-615-5959 *CS could not hear me Sidekick Handoff (Y*N) Already with another agent If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (5XverIxv...) | 2025-09-16 21:02:03 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (5XverIxv...) | 2025-09-16 21:02:03 UTC | Status: CLOSED

💬 Conversation: sLN8LGT8RRumAEuVLOjXlg

Messages 6
Customers 1
Duration 2025-09-16 21:03:12 UTC to 2025-09-16 21:13:20 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (9_FAms6E...) | 2025-09-16 21:03:12 UTC | halocollar.com
When will my replacement collar ship?
System/AI | 2025-09-16 21:03:46 UTC | halocollar.com
Hi there! Your replacement collar will usually ship within 3–5 business days after we confirm your shipping address. You should receive an email soon to confirm your address. To check your order status, visit the Order Status Dashboard using your order number and email. If you haven't received the confirmation email, please check your spam or junk folders. For further help, feel free to contact our live support team.
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 21:12:33 UTC
Live Team Notes Tracy Wolk Serial Numbers: 24h4421939rt FW: Issue/ Need: cx looking for status of WR of collar Troubleshooting & Actions Taken: Looking at CS Tracking no tracking info attached just yet Adv cx delivery is 3-5 business days Cx understands shipping timeline AW-20250912-45420 Resources Used (provide details): (KB articles, Slack posts, internal docs.): Cs Tracking sheet Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 21:12:33 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 21:13:20 UTC | Status: CLOSED

💬 Conversation: wnJuW-BrSb6H31_SyYBFgA

Messages 12
Customers 1
Duration 2025-09-16 21:03:46 UTC to 2025-09-16 21:25:32 UTC
Message Types PHONE_CALL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 5, EMAIL: 2
PHONE_CALL | Customer (BDS8CV9p...) | 2025-09-16 21:03:46 UTC
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 21:12:59 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need: The light stopped working a couple of days ago Cx has no issues detected Cx dog escaped to the highway Troubleshooting & Actions Taken: Cx Hard reset/did not help collar Collar will charge just fine CX not home need warranty initiated. Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP T1 TS guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:12:59 UTC
Added: DxZWbe1XRPCUt24NT2R11Q
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:13:13 UTC | Status: CLOSED
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:13:49 UTC | Status: OPEN
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:13:56 UTC | Status: CLOSED
STATUS CHANGE | Customer (BDS8CV9p...) | 2025-09-16 21:20:06 UTC | Status: OPEN
PHONE_CALL | Customer (BDS8CV9p...) | 2025-09-16 21:20:06 UTC
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 21:25:28 UTC
Placed warranty for collar 25h4110297rt [https://halo-prod-app-admin-frontend.azurewebsites.net/admin/customers-care/collar-details?id=46c1c9d8-331f-452a-bc89-95827982c2a6] AW-20250916-46208
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:25:32 UTC | Status: CLOSED

💬 Conversation: Dt1ixRIlS6m2JS816CiwAw

Messages 5
Customers 1
Duration 2025-09-16 21:05:42 UTC to 2025-09-16 21:18:06 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1
PHONE_CALL | Customer (W8-VOCC8...) | 2025-09-16 21:05:42 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 21:14:52 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Tina Huntington Email: huntingtontina@yahoo.com Phone Number: 17152183066 Collar SN: 24h3040730rt Collar FW: Collar Purchased From: Halo Resources: gladly, a/p Recap/TS: Cx wants to cancel subscript but is unable to due to cancel plan button grayed out. Sent access code to log itno cx acct. Found no CC on file. Walked cx thru removing collar from the app. Esc to billing to have subscript canceled. Next Steps: Snding Billing esc p/r.
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 21:17:38 UTC
Billing Team Escalation Notes Affected Serial Number: 24h3040730rt FW: n/a Order ID: n/a RMA Ticket #: Subscription Start Date: Mar 11, 2024 Reason for Escalation: Cx wants to cancel subcrip. Stating they no longer use collar. Cancel paln button is grayed out. no CC on file Had cx delete collar from app. Requested Action: Pls cancel plan on cx behalf.
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 21:18:06 UTC
Added: Gw0dDqdqTzq781jSoMtrUA

💬 Conversation: zi8zRS8jSGS6zVwOwebTfg

Messages 4
Customers 1
Duration 2025-09-16 21:06:24 UTC to 2025-09-16 21:07:10 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 21:06:24 UTC
Live Team Notes Serial Numbers: 24h3201979rt FW: v.03.00.12 Issue/ Need: Contact tips keep coming lose Troubleshooting & Actions Taken: Has cleaned port and checked for debris Was not home with collar to check if the contact tips are stripping Sent her out replacement contact tips to try to fix issue Adv to follow up if it does Order #1660493 Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Woo Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 21:07:05 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 4NylcZCDQ_-lGn_argWI_w, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (VM047vR9...) | 2025-09-16 21:07:10 UTC | Status: CLOSED

💬 Conversation: TUoCpf0JRIKDomEqjIIB-A

Messages 5
Customers 1
Duration 2025-09-16 21:07:16 UTC to 2025-09-16 21:23:14 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 21:07:16 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 21:20:44 UTC
Live Team Notes Serial Numbers: 25h4330451rt - Ollie Bear FW: 03.00.05 Issue/ Need: Collar not connecting to the remote beacon Low battery Troubleshooting & Actions Taken: The customer is calling in from her computer Samsung Galaxy S 24 Ultra Attempted to remove the beacon and re-add it BT connection is showing up Advised that the collar will need to be in motion for the remote beacon to send feedback No Feedback Informed that I will send out a remote beacon Advised the customer that I'll submit an accessories order for this item. Confirmed shipping address and phone number. Informed tracking number and order confirmation will be emailed once shipped. Informed FW update should correct low battery life, but to monitor it for 48 hours for improvement Resources Used (provide details): (KB articles, Slack posts, internal docs.): Beacon [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.qgt797q5fym0] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 21:20:58 UTC
Added: -LmskJFZShWlO0nMJuMqlA, knxFA9d_QvCvKSD3FB0LTQ
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 21:23:14 UTC | Status: CLOSED

💬 Conversation: -bTEHbuHQWmDmZDTgjaGsw

Messages 4
Customers 1
Duration 2025-09-16 21:08:09 UTC to 2025-09-16 21:10:49 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 21:10:35 UTC
Live Team Notes Serial Numbers:24h3112626rt FW: Issue/ Need: Collar got ran over by a car after falling off dog Troubleshooting & Actions Taken: Explained that is OOW Gave HC/HP options Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 21:10:48 UTC
Added: 6jk7DobMRw2g1ATE6kOMjw, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 21:10:49 UTC | Status: CLOSED

💬 Conversation: Hd-6BETbQYWFZ0sMSp1rLQ

Messages 15
Customers 1
Duration 2025-09-16 21:10:47 UTC to 2025-09-16 21:39:52 UTC
Message Types CHAT_MESSAGE: 6, PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 3
Customer (BhKL9cLH...) | 2025-09-16 21:10:47 UTC | halocollar.com
The collar
System/AI | 2025-09-16 21:11:02 UTC | halocollar.com
Hi Randi! Could you please provide more details about what you're looking for or needing help with regarding our Halo Collar? This way, I can assist you more effectively.
Customer (BhKL9cLH...) | 2025-09-16 21:11:05 UTC | halocollar.com
The color is saying that it’s charged, but won’t turn on at all and won’t charge
System/AI | 2025-09-16 21:11:24 UTC | halocollar.com
Hi Randi! If your Halo Collar indicates it's charged but won't turn on or charge, try these steps: Hard Reset: Plug the collar in for at least 5 minutes, then hold the power button for 15 seconds. Check Charger: Ensure your USB-C cable and charger are functioning by testing them with another device. Inspect Charging Port: Clean the charging pins with a Q-tip and rubbing alcohol. If the issue persists after these steps, please contact Halo live support for further assistance.
Customer (BhKL9cLH...) | 2025-09-16 21:12:11 UTC | halocollar.com
We have tried all of this
System/AI | 2025-09-16 21:12:35 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (NoKwamYd...) | 2025-09-16 21:13:34 UTC
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 21:20:23 UTC
First and Last Name: Randi Haynes Email: haynesrandi@yahoo.com Phone Number:17403606952 Collar SN:24h3361675rt Collar FW: v.02.08.11 Collar Purchased From:Halo Resources: AP Recap/TS: Have a collar and just got sent a new one for the WR. Ever since they got it it wont charge and not HR the collar. Started having issues about 3 days ago. When checked app it would say it is charged but it was not on. Last heard in AP shows Sep 13th 2025. Next Steps: Tried different outlets and different cable. The phone charges using the cable. Cleaned the charger port and also removed cover case before charging and nothing Cx said that he did everything the app suggested and it doesnt charge.
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 21:24:02 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name:Randi Haynes Email:haynesrandi@yahoo.com Phone number:17403606952 Collar SN:24h3361675rt Collar Model: H3 Final Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 7091 Prospect Dublin Road City: Prospect State: Ohio Postal code: 43342 Country:USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! Charging Kit and Magnetic Adapter For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (XFHTycPM...) | 2025-09-16 21:26:23 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 21:26:50 UTC | Status: CLOSED
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:33:10 UTC | Status: OPEN
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:39:52 UTC | Status: CLOSED

💬 Conversation: UjKAlOqjSXeDX3-9dIqlvA

Messages 2
Customers 1
Duration 2025-09-16 21:11:08 UTC to 2025-09-16 21:11:37 UTC
Message Types PHONE_CALL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (wakApTtT...) | 2025-09-16 21:11:08 UTC
STATUS CHANGE | Unknown | 2025-09-16 21:11:37 UTC | Status: CLOSED

💬 Conversation: 10nLYzRASlu3CbHpual4Og

Messages 3
Customers 1
Duration 2025-09-16 21:11:16 UTC to 2025-09-16 21:11:37 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:11:29 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:11:37 UTC | Status: CLOSED

💬 Conversation: DBWFkg1MT3-tWKAydUn9Yg

Messages 14
Customers 1
Duration 2025-09-16 21:15:32 UTC to 2025-09-16 22:24:13 UTC
Message Types CHAT_MESSAGE: 4, PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 3
Customer (NClGgN9V...) | 2025-09-16 21:15:32 UTC | halocollar.com
Hello
System/AI | 2025-09-16 21:15:49 UTC | halocollar.com
Hi Emily! 😊 How can I assist you with your Halo Collar today? If you have any questions or need help, feel free to let me know!
Customer (NClGgN9V...) | 2025-09-16 21:18:08 UTC | halocollar.com
We’re having difficulty with the collar transmitting on the correct fence line. It doesn’t appear that there are any software updates and it is connected to our Wi-Fi. But sometimes when our dog is at the fence, it will beep to let him know and other times it does not. It also is beeping at random times in the house and garage when he is well within the safe zone. It’s very irregular with its notifications to him, which is causing issues as he seems to be pushing the boundary more and more since it’s not consistent and even confusing.
System/AI | 2025-09-16 21:18:21 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
PHONE_CALL | Customer (NClGgN9V...) | 2025-09-16 21:19:24 UTC
AGENT NOTE | Agent (OVaCilev...) | 2025-09-16 22:15:59 UTC
First and Last Name: Emily Nelson Email: emsnelson@gmail.com Collar SN: 23h3322898rt [Coal] Collar FW: v.02.08.11 Resources: AP, Gladly, KB, T2guide Recap/TS: Indoor/Safe Feedback experienced & pup is not getting feedback at the fence First noticed a couple months ago Guided CX through Fit/Orientation w/ CX then Hand Tested Confirmed that Feedback is delivered accurately for Boundary & Emergency But Warning is inconsistent or delayed until the HC returned to the safe-zone Collar does track alongside the phone GPS & GPS levels are always >2000 while outside Reviewed Screen Recording procedure - iPhone Moving inside, the lowest GPS signals were 1700 (one small area that went down to 1000 - 1400 in the stairwell) 40 x 40 home - Sending 1 Zone Beacon Verified Phone/Address for ARF Next Steps Follow-up? Emailed T1 ARF guidance CX will perform Hard Reset + GPS recal & monitor If Symptoms return, CX will collect screen recording & CB for final TS before CET escalation Escalated to Accessories Request Full Name: Emily Nelson Email: emsnelson@gmail.com Phone number: 4065959930 Collar SN: 23h3322898rt [Coal] Collar Model: HC3 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 144 Higain Trail City: Bozeman State: MO Postal code: 59718 Country: US What are we sending the customer? (specify which model and color) If sending more than 1 of an item please specify: Zone Beacon For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why". N/A
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 22:16:13 UTC
Added: ZKYz4UsHRG6__sFoccYiEA, E4J13GBrQGCUEzqHyCu0GA
TOPIC CHANGE | Agent (OVaCilev...) | 2025-09-16 22:16:23 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (OVaCilev...) | 2025-09-16 22:16:26 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:19:31 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 22:24:05 UTC
Accessory Order Number-1660530 Zone Beacon
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:24:13 UTC | Status: CLOSED

💬 Conversation: 3SMqMt-2SbCShvWB25Gzbw

Messages 5
Customers 1
Duration 2025-09-16 21:16:28 UTC to 2025-09-16 21:23:05 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (2jlajgXM...) | 2025-09-16 21:16:28 UTC
AGENT NOTE | Agent (Rxv4SeJw...) | 2025-09-16 21:22:51 UTC
Live Team Notes Serial Numbers:25h4242491rt FW:03.00.05 Issue/ Need: Cx says halo collar is blinking red for teardrop and they see a critical issue detected - cx not able to confirm address Troubleshooting & Actions Taken: Resent link and cx confirmed address Resources Used (provide details): (KB articles, Slack posts, internal docs.): Ap, gladly Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 21:23:02 UTC
Added: oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (Rxv4SeJw...) | 2025-09-16 21:23:05 UTC | Status: CLOSED

💬 Conversation: dT-TeH4WSLiYxlBKXKTutw

Messages 5
Customers 1
Duration 2025-09-16 21:16:40 UTC to 2025-09-16 21:27:47 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (rCEX5koi...) | 2025-09-16 21:16:40 UTC
AGENT NOTE | Agent (3RoJgjXU...) | 2025-09-16 21:25:40 UTC
Live Team Notes Serial Numbers: FW: Issue/ Need:Cx needed some assistance with walking through and deleting collars from her mom's account, then adding them to her's. Troubleshooting & Actions Taken: Advised cx to go to settings, my collar, then delete collar Resources Used (provide details): (KB articles, Slack posts, internal docs.):Gladly, Admin Please complete all steps in the Tier 1 Troubleshooting Guide before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (3RoJgjXU...) | 2025-09-16 21:27:47 UTC
Added: bDcJwjoMTjeffz13hM6gAA, PT5SzfGLQx6qJKX6efjzxA, xuobtcPqSGuD7uwjUFZzMQ
STATUS CHANGE | Agent (3RoJgjXU...) | 2025-09-16 21:27:47 UTC | Status: CLOSED

💬 Conversation: FvIA0AbvSBq3BgQrPKos7A

Messages 3
Customers 1
Duration 2025-09-16 21:17:41 UTC to 2025-09-16 23:18:47 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (AZf4CpDn...) | 2025-09-16 21:17:41 UTC | halocollar.com
How do I adjust the feedback settings for the collars?
System/AI | 2025-09-16 21:18:14 UTC | halocollar.com
To adjust the feedback settings on your Halo Collar, open the Halo App and tap 'My Map' at the bottom. Select your pet, swipe up on the Pet Card, and tap 'Feedback Settings' at the bottom right. You can change the type and intensity of feedback for Warning, Boundary, Emergency, and Return Whistle. Remember, the static feedback requires contact tips on the collar. For detailed guidance, ensure you complete the Halo Training Program for safe and effective use of these settings.
STATUS CHANGE | Unknown | 2025-09-16 23:18:47 UTC | Status: CLOSED

💬 Conversation: bsdYfQHeSzm8Q1S2CDEM-A

Messages 4
Customers 1
Duration 2025-09-16 21:17:54 UTC to 2025-09-16 22:06:28 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1
PHONE_CALL | Customer (Put87SYG...) | 2025-09-16 21:17:54 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 21:40:18 UTC
First and Last Name: Joshua Terry (Jt) Email: josh.terry85@gmail.com Phone Number: 14438220838 Collar SN: 25h4114998rt Collar FW: v.03.00.05 Collar Purchased From: Amazon, WR Direct to Consumer Resources: Gladly AP Recap/TS: The cx is upset about getting another Auto WR. This will be the 2nd WR collar in 2 months The cx does not want to get another refurbished collar The cx would like to speak with someone in management about getting a new collar and not another refurbished The collar had been having low battery life before the collar was Auto warranty The cx has not confirmed the shipping address yet Sent follow-up email w/ Manager Request Escalation (EMAIL) macro Next Steps: Manager Request Notes Customer Information Serial Number: 25h4114998rt Firmware Version: v.03.00.05 Order Number: AW-20250708-30961 AM-FBA18VQ8ST2T, Why is this being escalated? (What happened?) The customer is upset about multiple replacements WR collar This would be the 2nd WR What is the customer requesting? The customer would like to speak with someone about getting a new collar, and not another refurbished collar What has already been done with the customer? (Previous steps taken?) Spoke with the customer on the phone Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone - Any time Phone number: 14438220838 - Cell Email address: josh.terry85@gmail.com Name - Adrienne Terry Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 22:06:28 UTC
Added: fyFFNohUSm2oIvCfe9HM0A

💬 Conversation: V1wCKaO-Q5qSYQ1AViNt_A

Messages 3
Customers 1
Duration 2025-09-16 21:19:16 UTC to 2025-09-16 23:19:52 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (VWyDUWt-...) | 2025-09-16 21:19:16 UTC | halocollar.com
shock collar not strong enough
System/AI | 2025-09-16 21:19:38 UTC | halocollar.com
To adjust the shock intensity on your Halo Collar, open the Halo App and tap 'My Map.' Select your pet's icon, swipe up to expand the Pet Card, and tap 'Feedback Settings.' You can adjust the static feedback intensity using the slider under 'Prevention Feedback.' Start at a low level and increase as needed. Ensure you've completed the Halo Training Program for safe and effective use. If you have further questions, feel free to ask!
STATUS CHANGE | Unknown | 2025-09-16 23:19:52 UTC | Status: CLOSED

💬 Conversation: e3hF9WH1RHiapLyMdrlvFg

Messages 3
Customers 1
Duration 2025-09-16 21:20:00 UTC to 2025-09-16 23:20:54 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (b6kp6EwH...) | 2025-09-16 21:20:00 UTC | halocollar.com
collar not charging or staying charged.
System/AI | 2025-09-16 21:20:24 UTC | halocollar.com
Hi there! If your Halo Collar isn't charging or holding a charge, try these steps: Perform a Hard Reset: Plug the collar into the charger, hold the power button for 15 seconds, then release. Discharge and Recharge: Fully discharge the battery, let it rest for 5 hours, then fully charge it without interruption. If the issue persists, check for outdated firmware, poor signal, or try a different charger. Clean the charging port and ensure a proper connection. If problems continue, contact Halo support for further assistance.
STATUS CHANGE | Unknown | 2025-09-16 23:20:54 UTC | Status: CLOSED

💬 Conversation: IgcwrHj1Q0eTpwf6yxIdTw

Messages 4
Customers 1
Duration 2025-09-16 21:20:33 UTC to 2025-09-16 21:20:41 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 21:20:33 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PT5SzfGLQx6qJKX6efjzxA
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 21:20:34 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Cx has received replacement collar and wants to know if she has to wait 24 hours to pair and use collar Troubleshooting & Actions Taken: Informed cx that she does not have to charge fully but would need to a little to pair Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 21:20:41 UTC | Status: CLOSED

💬 Conversation: f5LIW4E5Qxe1-q2Ffgs6pA

Messages 8
Customers 1
Duration 2025-09-16 21:21:22 UTC to 2025-09-16 22:13:56 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (k3Ksu39E...) | 2025-09-16 21:21:22 UTC
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 21:28:09 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 24h4452342rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Dead Unit Date & Time of Occurrence: Sept 16, 2025 Is the Issue Reproducible? (Yes/No – If Yes, include steps): Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: T1 Dead Unit or Charging Issue TS with same outcome. Cx had ordered a new H4 charging adapter and tried to charge their collar, with same outcome. Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) No Screenshots: (Yes/No) No System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) No App Logs (App issues): (Yes/No) No
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 21:28:38 UTC
Added: jwlJ3FbQTW2nPlHkhIkBIA
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 22:12:59 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Willow's (24h4452342rt) Recap (When/Where/What the customer wants) Dead unit Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Sending cx wr confirmation macro Optional Additional Info: Unit has excessive gas init fails across multiple days Mems fail on 9/10 and MEMS_I2C_err as well Unit is having issues with the mems and connecting to the battery Unit needs to be replaced
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 22:13:56 UTC | Status: CLOSED

💬 Conversation: ks525s29SaGJSbGXBxLMBQ

Messages 4
Customers 1
Duration 2025-09-16 21:22:17 UTC to 2025-09-16 21:23:06 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 21:22:17 UTC
Live Team Notes Serial Numbers:25h4113660rt (AW-20250606-22807 - added Jun 11, 2025 7:28 PM) FW: v. 03.00.05 Applied Issue/ Need: 6-7 times, they just replaced this collar that they are sending back to you in the last 3 months Troubleshooting & Actions Taken: AP shows warranty ID: AW-20250915-45913 The email does not have the link to confirm the address only that the collar needs to be replaced due to the Battery level Issue Sent the link on the chat, the cx was able to confirm the address Now AP shows RMA created in NetSuite Advised: 3-5 days for delivery Not to use the collar anymore Return the old collar with the label received in the replacement box Keep accessories to switch them to the new collar Informed that they will receive a one-question survey via email, so their feedback would be appreciated Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 21:23:03 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, rdUSmYttSwKQFfR2AdKalw, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 21:23:06 UTC | Status: CLOSED

💬 Conversation: 2QRdDQWERAmtxrCB_Vg67Q

Messages 2
Customers 1
Duration 2025-09-16 21:22:49 UTC to 2025-09-16 21:23:38 UTC
Message Types CHAT_MESSAGE: 2
Customer (Sox4Qk91...) | 2025-09-16 21:22:49 UTC | halocollar.com
Do I need to take the plastic circles with sharp edges of of the halo collar
System/AI | 2025-09-16 21:23:38 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: mEsKsRnXT0yAJzTHRuauyw

Messages 5
Customers 1
Duration 2025-09-16 21:23:57 UTC to 2025-09-16 21:45:05 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 21:23:57 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 21:31:47 UTC
Live Team Notes Serial Numbers: 24h3450870rt - Peanut FW: 02.08.11 Issue/ Need: Follow up on white protective case request Peanut's collar is not tracking Troubleshooting & Actions Taken: Unfortunately we are out of stock for the white case covers and are no longer making white accessories in the future. Advised the customer that I'll submit an accessories order for this item. Confirmed shipping address and phone number. Informed tracking number and order confirmation will be emailed once shipped. Applied: 03.01.02 Informed to plug the collar in when she's able to, and the FW will automatically download Informed if no improvement, to reach back out to us for LTE troubleshooting Resources Used (provide details): (KB articles, Slack posts, internal docs.): WooCom Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 21:32:36 UTC
Added: -LmskJFZShWlO0nMJuMqlA, yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:45:05 UTC | Status: CLOSED

💬 Conversation: pVbks9tkTw2wRr8vKf56_w

Messages 3
Customers 1
Duration 2025-09-16 21:23:58 UTC to 2025-09-16 23:24:56 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (BWe5zQ3O...) | 2025-09-16 21:23:58 UTC | halocollar.com
Brand new collar won’t charge
System/AI | 2025-09-16 21:24:29 UTC | halocollar.com
Hi there! I'm sorry to hear about the charging issue with your new Halo Collar. Let's try a few steps to get it working: Check the Power Source: Use a USB-C cable and a charging block, not a computer. Inspect the Charging Port: Make sure it's clean and dry. You can use a Q-tip and rubbing alcohol if needed. Test the Charger and Cable: Try them with another device to ensure they work. Perform a Hard Reset: Plug in the collar for 5 minutes, then hold the power button for 15 seconds. If these steps don't resolve the issue, please contact Halo live support for further assistance.
STATUS CHANGE | Unknown | 2025-09-16 23:24:56 UTC | Status: CLOSED

💬 Conversation: pg-IuXngSumI_1SFpj-KJw

Messages 6
Customers 1
Duration 2025-09-16 21:24:52 UTC to 2025-09-16 21:29:32 UTC
Message Types EMAIL: 2, CONVERSATION_STATUS_CHANGE: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1
STATUS CHANGE | Customer (z1lGbxS9...) | 2025-09-16 21:24:52 UTC | Status: OPEN
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 21:27:43 UTC
Live Team Notes Serial Numbers: 25h4200276rt FW: v.03.00.05 Issue/ Need: Customer called with confusion regarding which of her two collars was submitted for a warranty replacement. After reading the serial number, I confirmed that the system shows the collar belonging to her dog, Sky, was submitted for the WR. Customer disagreed, stating that this was not accurate. I explained that based on the serial number provided, this is what the system reflects. During this research, my computer froze and the call was disconnected. Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 21:29:32 UTC | Status: CLOSED
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 21:29:32 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg | Removed: wOOHNF34TjWK3GOxS4wVjQ

💬 Conversation: 5D_k8pf6SbqoQVnv8rC9ng

Messages 2
Customers 1
Duration 2025-09-16 21:25:23 UTC to 2025-09-16 21:25:54 UTC
Message Types CHAT_MESSAGE: 2
Customer (oC5HNqtb...) | 2025-09-16 21:25:23 UTC | halocollar.com
Halo 5
System/AI | 2025-09-16 21:25:54 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: OHYJ9yKLSD-Mny_C7me2pg

Messages 5
Customers 1
Duration 2025-09-16 21:25:44 UTC to 2025-09-16 21:42:56 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 21:25:44 UTC
Live Team Notes Serial Numbers: 25h4286901rt FW: v.02.06.05 Issue/ Need: questions on setting up fence Troubleshooting & Actions Taken: Advised on how to start a fence Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 21:26:36 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, g5apmYsrTuGLWnaVZyD4ng
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 21:41:11 UTC
Live Team Notes Serial Numbers: 25h4286901rt FW: v.02.06.05 Issue/ Need: questions on setting up fence Troubleshooting & Actions Taken: Advised on how to start a fence Advised how to complete hand testing Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 21:42:56 UTC | Status: CLOSED

💬 Conversation: 5tigxz7CTy6G4ifkkcON0w

Messages 7
Customers 1
Duration 2025-09-16 21:25:45 UTC to 2025-09-16 21:46:04 UTC
Message Types TOPIC_CHANGE: 3, PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 21:25:45 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 21:31:17 UTC
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 21:31:31 UTC
Added: Ii15gFsBROyE57fDr6LWlw
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 21:40:02 UTC
Serial Numbers: 25h4290297rt & 25h4164303rt FW: 03.00.05 Issue/ Need: Cx stated, "I’ve had to return my collars several times now because they stop working. It’s not safe for my dogs to continue wearing these when they malfunction and stop working. I would like to send these back and also seek a refund for the constant inconvenience of the collars malfunctioning." Troubleshooting & Actions Taken: WR AW-20250914-45855 Confirmed return window for 1st collar will expire on Nov 9, 2025 Confirmed return window for 2nd collar expired 17 days ago Educated cx that the return window is 90 days Cx requested escalation Resources Used: AP Next Steps: Escalate to Managers
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 21:45:05 UTC
Manager Request Notes Customer Information Serial Number: 25h4290297rt & 25h4164303rt Firmware Version: 03.00.05 Order Number: 1562154 Why is this being escalated? (What happened?) Cx requested a refund for both collars due to multiple replacements Told cx our return window is 90 days, and one collar is past that window Also told cx that I can reach out to our billing department so they can look into a refund on the rest of the plan Cx asked for this to be escalated What is the customer requesting? Cx would like a refund on both collars and the plan, and to return the collars Cx requested we call them in the morning, told cx it will be as soon as they can, but that we can't guarantee when they will reach out What has already been done with the customer? (Previous steps taken?) Cx has been informed of our return policy Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone in the mornings if possible Phone number: 12698705956 Email address: darbyelizabethdame@gmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 21:46:04 UTC
Added: lE0X_KncQI6vMmRGK1vGrA

💬 Conversation: 9Q1kvitjSrS2SYy-bktHMQ

Messages 5
Customers 1
Duration 2025-09-16 21:26:45 UTC to 2025-09-16 23:30:58 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (ob9pZxwz...) | 2025-09-16 21:26:45 UTC | halocollar.com
I was wondering how long the halo three‘s battery life is supposed to be because mine only last six hours
System/AI | 2025-09-16 21:27:04 UTC | halocollar.com
Hi there! The Halo 3 collar battery should last up to 20 hours per charge. If yours only lasts six hours, try recalibrating the battery by fully discharging it, letting it rest for 5 hours, and then charging it uninterrupted to 100%. If the issue persists, check for outdated firmware or poor LTE signal, as these can affect battery life. If you continue to experience problems, please reach out for further assistance.
Customer (ob9pZxwz...) | 2025-09-16 21:30:26 UTC | halocollar.com
how do you recalibrate the battery?
System/AI | 2025-09-16 21:30:45 UTC | halocollar.com
To recalibrate your Halo 3 collar battery, follow these steps: Plug the collar into the charger and hold the power (ON) button for 15 seconds, then release. Remove the collar from the charger and let the battery fully discharge until it powers off. Let the collar rest powered off for at least 5 hours. Fully charge the collar uninterrupted to 100%. After this process, use the collar normally and monitor its battery life for 48 hours.
STATUS CHANGE | Unknown | 2025-09-16 23:30:58 UTC | Status: CLOSED

💬 Conversation: kD5bV7bESkukFv6GqQHzqQ

Messages 3
Customers 1
Duration 2025-09-16 21:26:47 UTC to 2025-09-16 21:29:05 UTC
Message Types CHAT_MESSAGE: 3
Customer (5agMwRDV...) | 2025-09-16 21:26:47 UTC | halocollar.com
How do I get a halo 5
System/AI | 2025-09-16 21:27:32 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (5agMwRDV...) | 2025-09-16 21:29:05 UTC | halocollar.com
How do I get a halo 5

💬 Conversation: BcH9pzjVQ_Kvnb-5QtwNsA

Messages 4
Customers 1
Duration 2025-09-16 21:27:00 UTC to 2025-09-16 21:32:28 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 21:32:27 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Lyshemah Little Email: Lyshemah@gmail.com Phone Number: 6789752640 Collar SN: 25h4312794rt, 25h4111280rt Collar FW: v.03.00.05 Collar Purchased From: Amazon Resources: Gladly, AP Recap/TS: Cx sent empty logs. Email cx "Halo Collar App Logs Received" Next Steps: Wait for cx to F/U.
STATUS CHANGE | Agent (poWlULpl...) | 2025-09-16 21:32:28 UTC | Status: CLOSED

💬 Conversation: 2rzFkmmNRMqbfwLYgMSbtw

Messages 7
Customers 1
Duration 2025-09-16 21:27:22 UTC to 2025-09-16 21:45:12 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 4
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:27:22 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, -LmskJFZShWlO0nMJuMqlA, 76jKdDJqQKG1X52gm4kjGg
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 21:31:25 UTC
Live Team Notes Serial Numbers: 25h4244019rt FW: v.03.00.05 Issue/ Need: Replacement collar isn't charging Troubleshooting & Actions Taken: Checking power source On the charger ; no led light confirmed Cx inspected charging port; no dust, dirt or debris charged cx`s cell phone device performed hard reset ; still no led lights confirmed Placed a one time courtesy order of H4 charging kit including the Magcharger adapter(order number:1660503) Sent follow up email Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP WOO Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:32:20 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:34:07 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:34:09 UTC | Status: OPEN
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:45:12 UTC | Status: CLOSED

💬 Conversation: tY2otACWTSeovB4E6-0XFw

Messages 5
Customers 1
Duration 2025-09-16 21:28:13 UTC to 2025-09-16 21:28:46 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 21:28:13 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 21:28:27 UTC
First and Last Name: Sarah Mickel Email: ksmickel@verizon.net Other contact info if possible: Sidekick Handoff (Y*N) Y If yes what was the handoff for? (Please assist customer via email) Collar not charging If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 21:28:39 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 21:28:46 UTC | Status: CLOSED

💬 Conversation: PHVlXYH8SR6HSdMYYwEzTA

Messages 4
Customers 1
Duration 2025-09-16 21:29:25 UTC to 2025-09-16 21:30:02 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (qY4E785E...) | 2025-09-16 21:29:25 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (qY4E785E...) | 2025-09-16 21:29:52 UTC
First and Last Name: Email:blacksheepak@hotmail.com Other contact info if possible: Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (qY4E785E...) | 2025-09-16 21:30:02 UTC | Status: CLOSED

💬 Conversation: GFQjbXE2S8OY-MthR8kSHw

Messages 4
Customers 1
Duration 2025-09-16 21:29:27 UTC to 2025-09-16 21:30:10 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 21:29:27 UTC
Added: E_3WUdWpR2CLXta3n6vNgw, 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 21:29:49 UTC
First and Last Name: Email: kayjabaley@etcmail.com Other contact info if possible: n/a Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 21:30:10 UTC | Status: CLOSED

💬 Conversation: WcHm-ZimSFiov09EUMgUBQ

Messages 6
Customers 1
Duration 2025-09-16 21:30:55 UTC to 2025-09-16 21:56:46 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 2
PHONE_CALL | Customer (fG3yoEzX...) | 2025-09-16 21:30:55 UTC
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 21:55:50 UTC
Live Team Notes Serial Numbers: 24h4493707rt FW: v.03.00.05 Issue/ Need: Cx wanted to know if they upgraded, would they get the Halo 5 dog collar CX would like to know Troubleshooting & Actions Taken: “The Halo 5 now has separate Wi-Fi and Bluetooth chips, improving connectivity for faster, more reliable location data and notifications.” ● “Battery life has been extended to up to 48 hours, nearly double that of the Halo 4, making it easier to go about your day worry-free.” ● “Rapid charging means you can go from empty to full in just 1 hour, so your dog never has to wait long for their next adventure. Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Internal doc about the Halo 5 Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:56:06 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 21:56:22 UTC | Status: CLOSED
STATUS CHANGE | Customer (fG3yoEzX...) | 2025-09-16 21:56:46 UTC | Status: OPEN

💬 Conversation: _tlLuHYeSwihHvWuPuegLg

Messages 4
Customers 1
Duration 2025-09-16 21:31:36 UTC to 2025-09-16 21:33:27 UTC
Message Types CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (_mb2I5Ls...) | 2025-09-16 21:31:36 UTC
Live Team Notes Serial Numbers: 24h3293784rt FW: v.02.08.11 Issue/ Need: Collar is flashing Checked in ap and collar has diagreq Cx disconnected shortly after before I could inform her Troubleshooting & Actions Taken: Cx was oow but collar warranty expired less than 30 days ago so I extended it Submitted wr Sending cx email since call disconnected informing her of this Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 21:31:45 UTC
Added: zHerDDHSRyKoaFtPZdCcew, 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (_mb2I5Ls...) | 2025-09-16 21:33:27 UTC | Status: CLOSED

💬 Conversation: Dq-J3PPmRnCVV53fz4ydfw

Messages 9
Customers 1
Duration 2025-09-16 21:32:01 UTC to 2025-09-16 22:06:35 UTC
Message Types PHONE_CALL: 1, EMAIL: 2, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 2
PHONE_CALL | Customer (6aYoRd4g...) | 2025-09-16 21:32:01 UTC
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 21:55:48 UTC
First and Last Name: Robert Chamberland Email: rachamberland@yahoo.com, fprisco@sbcglobal.net Phone Number:18607129270 Collar SN:24h4483869rt Collar FW: v.03.00.05 Collar Purchased From:Halo Resources: AP, RES, https://support.halocollar.com/hc/en-us/articles/4410952489623-How-to-Return-Your-Halo-Collar-for-a-Refund [https://support.halocollar.com/hc/en-us/articles/4410952489623-How-to-Return-Your-Halo-Collar-for-a-Refund] Recap/TS: Got a questions about getting the money back. Hired a dog trainer and still struggling for the static to work. When they cross the line the static doesnt work. Bought this in March of this year. Didnt realize how long it takes to train. Hired dog trainer 3-4 weeks ago. Its not working. Its picking up the signal but the static is not working. Live on a busy road and this is not working for him. He doesnt want to do anymore TS for this and wants to return it for a refund Next Steps: Cx doesnt have the collar with him right now. He is not sure if it is working correctly or not working correctly. The return window is 109 days passed since shipment. We need to escalate this to billing for the 120 days return window extension since he reached out to tech support.
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 21:59:15 UTC
Billing Team Escalation Notes Affected Serial Number:24h4483869rt FW:v.03.00.05 Order ID:1557565 RMA Ticket #:n/a Subscription Start Date:Mar 2 2025 Reason for Escalation: Cx tried all the TS for static and it is not working. He hired a dog trainer 3-4 weeks ago and it still didnt work. Cx is super frustrated and wants to return the collar for a refund. He is 109 days passed since shipment for the return. looking for the 120 days extension. Requested Action: Assist cx with processing the return for a refund.
AGENT NOTE | Agent (XFHTycPM...) | 2025-09-16 22:02:46 UTC
Please email to fprisco@sbcglobal.net as rachamberland@yahoo.com is not accepting our emails
TOPIC CHANGE | Agent (XFHTycPM...) | 2025-09-16 22:03:27 UTC
Added: jHyQ0PKARAKhHUZ_rEmu6w, rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (XFHTycPM...) | 2025-09-16 22:03:33 UTC | Status: CLOSED
STATUS CHANGE | Customer (6aYoRd4g...) | 2025-09-16 22:06:35 UTC | Status: OPEN

💬 Conversation: 7TwOOkj8Qa6OhIAWqGUOpA

Messages 3
Customers 1
Duration 2025-09-16 21:32:22 UTC to 2025-09-16 23:32:59 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (maGdfFqa...) | 2025-09-16 21:32:22 UTC | halocollar.com
any tips for dogs that chase squirrels through the fence zone?
System/AI | 2025-09-16 21:32:45 UTC | halocollar.com
To help manage a dog that chases squirrels through the fence zone, make sure your Halo Fence is set up with enough space between the boundary and any roads or distractions. The Halo Collar will provide feedback, like sounds or vibrations, to deter your dog from crossing the boundary. You can customize this feedback in the Halo App. Consistent training and positive reinforcement can also help discourage this behavior over time. If you need more help, consider consulting a professional trainer.
STATUS CHANGE | Unknown | 2025-09-16 23:32:59 UTC | Status: CLOSED

💬 Conversation: c9BM8ImmTQOTaoUr0R4PoA

Messages 7
Customers 1
Duration 2025-09-16 21:32:27 UTC to 2025-09-16 23:49:08 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 2
AGENT NOTE | Agent (sR--y62-...) | 2025-09-16 21:56:38 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Cx has received order 1658277 Order was for an H3 mag charger and contact tips Recap (When/Where/What the customer wants) Tracking shows as delivered today, 9/16 Cx did not receive H3 mag charger Is This Resolved/Follow-Up Required? Sending mag charger If Follow Up Is Required (What/When) n/a Optional Additional Info: n/a
TOPIC CHANGE | Agent (sR--y62-...) | 2025-09-16 21:56:44 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (sR--y62-...) | 2025-09-16 21:58:40 UTC | Status: CLOSED
STATUS CHANGE | Customer (7mflLqLt...) | 2025-09-16 23:49:08 UTC | Status: OPEN

💬 Conversation: oXhbVkt1TQupYLJ0cch-ww

Messages 2
Customers 1
Duration 2025-09-16 21:32:58 UTC to 2025-09-16 23:34:00 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 23:34:00 UTC | Status: CLOSED

💬 Conversation: gLJoR9CnTIC6kQGmK7SPMg

Messages 4
Customers 1
Duration 2025-09-16 21:33:53 UTC to 2025-09-16 21:34:45 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 21:33:53 UTC
Added: jN7nMmX-TGW78SajheFiSw, yUdj74HoRguBsTQ2B0ZktA
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 21:34:03 UTC
Live Team Notes Serial Numbers: NA FW: NA Issue/ Need: Cx scheduled zoom for GPS issues Troubleshooting & Actions Taken: Cx scheduled a Zoom call for 5 pm est, 9/16/25 but did not show up after 15 minutes. I ended the meeting and am sending our live support info to cx for further help at this time. Zoom request states "The GPS on my collar still does not work. It only works when the collar is within Bluetooth range of my phone" Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 21:34:45 UTC | Status: CLOSED

💬 Conversation: BihO7mnjQlKif7xs2trG4w

Messages 1
Customers 1
Duration 2025-09-16 21:35:19 UTC to 2025-09-16 21:35:19 UTC
Message Types PHONE_CALL: 1
PHONE_CALL | Customer (29aBvg41...) | 2025-09-16 21:35:19 UTC

💬 Conversation: N479r50IQaa-8LFTs7QTEQ

Messages 5
Customers 1
Duration 2025-09-16 21:35:30 UTC to 2025-09-16 21:51:39 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (RssRFQNq...) | 2025-09-16 21:35:30 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 21:51:32 UTC
First and Last Name: Andy Horton Email: ahorton79@Gmail.com Phone Number: 16019548196 Collar SN: 25h4321886rt Collar FW: v.03.00.05 Collar Purchased From: Direct to Consumer Resources: Gladly AP KB Recap/TS: Pre-purchase questions about the remote beacon Sent follow-up email w/ Remote Beacon macro Next Steps:
TOPIC CHANGE | Agent (JcamaQTb...) | 2025-09-16 21:51:38 UTC
Added: NCR2euIFTRyzoCpXePNHpw
STATUS CHANGE | Agent (JcamaQTb...) | 2025-09-16 21:51:39 UTC | Status: CLOSED

💬 Conversation: s_1EZ8qoSlmf4mooIl6e_A

Messages 7
Customers 1
Duration 2025-09-16 21:36:00 UTC to 2025-09-16 23:39:01 UTC
Message Types CHAT_MESSAGE: 6, CONVERSATION_STATUS_CHANGE: 1
Customer (jW3Kc0V-...) | 2025-09-16 21:36:00 UTC | halocollar.com
i would like to upgrade both of my Collars
System/AI | 2025-09-16 21:36:29 UTC | halocollar.com
Hi there! To upgrade your Halo Collars, simply log in to your account on the Halo website. Head over to "Redeem Halo Care or Protection" in the menu, and choose the collars you'd like to upgrade. You'll see the pricing based on your membership level. Once you confirm your selection, remember that the old collars will be deactivated and can't be reused. If you have any questions or need more help, just let us know!
Customer (jW3Kc0V-...) | 2025-09-16 21:37:08 UTC | halocollar.com
yes it says i can only replace 1 Collar
System/AI | 2025-09-16 21:37:40 UTC | halocollar.com
Hi there! It sounds like you might need to check if your Halo Membership plan supports multiple collars. You can do this by logging into your account on the Halo website and adjusting the number of collars if needed. If you're still having trouble, try removing the old collar from your account first, as this might free up a slot for a new one. If you need further help, feel free to reach out to our live support team. They're always ready to assist!
Customer (jW3Kc0V-...) | 2025-09-16 21:38:07 UTC | halocollar.com
ok thanks
System/AI | 2025-09-16 21:38:26 UTC | halocollar.com
You're welcome! If you have any more questions or need further assistance, feel free to ask. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 23:39:01 UTC | Status: CLOSED

💬 Conversation: 3gY4X0HUR_6biPE5yrpH2A

Messages 4
Customers 1
Duration 2025-09-16 21:36:28 UTC to 2025-09-16 21:36:38 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (YYRYgGjy...) | 2025-09-16 21:36:28 UTC
Live Team Notes Serial Numbers:25h4244797rt FW: Issue/ Need: Address confirmation Troubleshooting & Actions Taken: Sent link in chat Address confirmed Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (YYRYgGjy...) | 2025-09-16 21:36:37 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (YYRYgGjy...) | 2025-09-16 21:36:38 UTC | Status: CLOSED

💬 Conversation: 6wR2m8Y-S_-9Uyil_GcRxg

Messages 4
Customers 1
Duration 2025-09-16 21:37:36 UTC to 2025-09-16 23:39:01 UTC
Message Types CHAT_MESSAGE: 3, CONVERSATION_STATUS_CHANGE: 1
Customer (HUME1YUf...) | 2025-09-16 21:37:36 UTC | halocollar.com
Lately the collar doesn’t refresh for minutes after I put it on my dog. He exceeds the virtual fence and when I try to correct him, it shows that he’s not connected. Not sure why we’re having connection issues regularly.
Customer (HUME1YUf...) | 2025-09-16 21:37:54 UTC | halocollar.com
the collar is fully charged
System/AI | 2025-09-16 21:38:25 UTC | halocollar.com
I'm sorry to hear about the connection issues with your Halo Collar. To improve connectivity and refresh speed, make sure your collar is connected to a stable Wi-Fi or LTE network. Try restarting your router, moving the collar closer to the router during setup, and ensuring your phone is on the same network. Also, check for any available firmware updates in the Halo App. If problems persist, resetting the collar by holding the power button for 15 seconds might help. If you need further assistance, please let us know!
STATUS CHANGE | Unknown | 2025-09-16 23:39:01 UTC | Status: CLOSED

💬 Conversation: 26tllKJDSQOvjz132cLtFg

Messages 5
Customers 1
Duration 2025-09-16 21:37:40 UTC to 2025-09-16 21:40:28 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 21:37:40 UTC
Live Team Notes Serial Numbers: 24h4492619rt (AM-FBA18TW17DNN - Mar 19, 2025 2:31 AM) FW: v. 03.00.05 Applied Issue/ Need: They were told to contact us since our Halo Collar is having an issue Troubleshooting & Actions Taken: Settings >MyCollars >CollarDiagnostics >Motion Sensor and Battery Level Issue AP shows warranty ID: AW-20250817-40319 Sent the link on the chat, the cx was able to confirm the address Now AP shows RMA created in NetSuite Advised: 3-5 days for delivery Not to use the collar anymore Return the old collar with the label received in the replacement box Keep accessories to switch them to the new collar She also asked how do they add another collar to their account as they are planning to get another dog Provided information to that respect and sending it on an email too Informed that they will receive a one-question survey via email, so their feedback would be appreciated Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 21:40:25 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, pSPIU158T0udHRqLgew-7Q, f5K70j-7T1qdE8RdQP8GZg, rdUSmYttSwKQFfR2AdKalw, oa5e98htSpOozRqx9wftLg
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 21:40:28 UTC | Status: CLOSED

💬 Conversation: 31jGa9B6RrqbxojCe3JlRQ

Messages 3
Customers 1
Duration 2025-09-16 21:38:09 UTC to 2025-09-16 23:39:02 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (8tRPhGVr...) | 2025-09-16 21:38:09 UTC | halocollar.com
how do I create a fence
System/AI | 2025-09-16 21:38:43 UTC | halocollar.com
To create a fence with your Halo Collar, open the Halo App and tap "My Map" in the bottom-left corner. Then, slide up the "Find & Manage Pets" card and tap "Add Fence." Drag the marker to your property or enter your address, then tap "Create Fence." The app will generate a unique fence around your property using public property lines. You can adjust the fence posts as needed. For detailed instructions, you can refer to this guide. Feel free to ask if you have more questions!
STATUS CHANGE | Unknown | 2025-09-16 23:39:02 UTC | Status: CLOSED

💬 Conversation: 77eE8YymQrCUHbA3apElIQ

Messages 5
Customers 1
Duration 2025-09-16 21:38:40 UTC to 2025-09-16 21:54:34 UTC
Message Types EMAIL: 2, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 21:54:12 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) CX states they haven't received return label for RMA #GV46F986 Recap (When/Where/What the customer wants) Resent email in AS and attached label to my follow up email Is This Resolved/Follow-Up Required? Resolved If Follow Up Is Required (What/When) Optional Additional Info:
TOPIC CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:54:33 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ, w4-N2LKvQhW0agGKylANbg
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 21:54:34 UTC | Status: CLOSED

💬 Conversation: Cj_UeScMQ6qPhwc5L399gQ

Messages 3
Customers 1
Duration 2025-09-16 21:38:51 UTC to 2025-09-16 23:40:03 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (xWPYH_Sh...) | 2025-09-16 21:38:51 UTC | halocollar.com
New Halo 4 collar won’t connect to WiFi
System/AI | 2025-09-16 21:39:16 UTC | halocollar.com
Hey there! To connect your Halo 4 collar to WiFi, open the Halo App and go to Settings > My Collars. Select your pet’s collar, tap Wi-Fi, and choose your 2.4 GHz Wi-Fi network. Enter the password and confirm. Make sure your phone is on the same Wi-Fi network during setup. Try moving the collar closer to the router, restarting the router if needed, and toggling Bluetooth and Wi-Fi off/on in your phone settings. Also, ensure the Halo app is updated and has Bluetooth and location permissions. If issues persist, try using a different phone or check Wi-Fi diagnostics in the app.
STATUS CHANGE | Unknown | 2025-09-16 23:40:03 UTC | Status: CLOSED

💬 Conversation: nnTeRp2xQpOyNMnK609_Bg

Messages 5
Customers 1
Duration 2025-09-16 21:39:51 UTC to 2025-09-16 23:42:05 UTC
Message Types CHAT_MESSAGE: 4, CONVERSATION_STATUS_CHANGE: 1
Customer (H8XsCPwv...) | 2025-09-16 21:39:51 UTC | halocollar.com
Does the phone with the app need to be at home for the collar to work?
System/AI | 2025-09-16 21:40:16 UTC | halocollar.com
No, the phone with the app does not need to be at home for the collar to work. The Halo Collar uses GPS to keep your dog safe within set boundaries, even without a Wi-Fi or LTE connection. While the app is needed for updates and tracking, the collar's safety features remain active through GPS. This means you can be out and about, and the collar will still function to keep your dog safe.
Customer (H8XsCPwv...) | 2025-09-16 21:41:06 UTC | halocollar.com
Okay thank you
System/AI | 2025-09-16 21:41:27 UTC | halocollar.com
You're welcome! If you have more questions or need further assistance, just let me know. Have a great day!
STATUS CHANGE | Unknown | 2025-09-16 23:42:05 UTC | Status: CLOSED

💬 Conversation: bhJqm4QuSMyro3cyduLkQQ

Messages 5
Customers 1
Duration 2025-09-16 21:40:00 UTC to 2025-09-16 22:07:22 UTC
Message Types EMAIL: 2, PHONE_CALL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (Ai7FNrdX...) | 2025-09-16 21:45:13 UTC
AGENT NOTE | Agent (JcamaQTb...) | 2025-09-16 22:05:34 UTC
First and Last Name: Email: Phone Number: 17038677503 Collar SN: 22h2021333rt Collar FW: Collar Purchased From: Halo Resources: Gladly AP KB Halo Website Recap/TS: The cx wants to know about Halo Care The cx wants some information emailed to him about Halo Care Sent follow-up email w/ Halo Care & Halo 4 overview Next Steps: n/a
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:07:22 UTC | Status: CLOSED

💬 Conversation: 25PRnN0BSyGBx8567qzjgw

Messages 4
Customers 1
Duration 2025-09-16 21:40:13 UTC to 2025-09-16 21:43:17 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 21:40:13 UTC
Live Team Notes Serial Numbers: 25h4280976rt FW: v.03.00.05 Issue/ Need: Got replacement collar in today and she thought it was for this (Knox) collar not Skys collar that got replaced bc Knox collar has not worked since 9/13 Troubleshooting & Actions Taken: Adv the replacement is for Sky Knox collar is not working either- last heard from 9/13 Had her do a reset on it and it shows last heard from a few seconds ago but still showing last heard from 9/13 when viewing in AP Adv I would escalate to CET Cx has tried diff chargers and has left it on the charger, no change Flashes like its charging but no charge or data Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (VM047vR9...) | 2025-09-16 21:42:56 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4280976rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Date & Time of Occurrence: 9/13 Is the Issue Reproducible? (Yes/No – If Yes, include steps): Yes, put on charger & did reset-- collar not charging Last heard from 9/13 Additional notes about the issue: another collar on customers account was replaced and cx thought it was for this collar because the other collar was working and this one has not and will not work since 9/13 Was under the impression this collar was being replaced for DIAG issues Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Tried diff chargers Checked port Hard reset Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) No Screenshots: (Yes/No) NO System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) NO App Logs (App issues): (Yes/No) NO
TOPIC CHANGE | Agent (VM047vR9...) | 2025-09-16 21:43:17 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 76jKdDJqQKG1X52gm4kjGg, mj_RH99OSYKd8pMTh-TZ2g, jwlJ3FbQTW2nPlHkhIkBIA

💬 Conversation: Z_arnRq6Rhe-AH1z6JQ3Fw

Messages 3
Customers 1
Duration 2025-09-16 21:41:08 UTC to 2025-09-16 23:42:05 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (Sa6ocBCr...) | 2025-09-16 21:41:08 UTC | halocollar.com
The collar dies after 8-10 hours
System/AI | 2025-09-16 21:41:36 UTC | halocollar.com
Hi there! If your Halo Collar is dying after 8-10 hours, it could be due to outdated firmware or a weak LTE signal. To recalibrate the battery, plug the collar into the charger, hold the power button for 15 seconds, and then release it. Next, let the battery fully discharge until the collar powers off. After that, let it rest powered off for at least 5 hours, then charge it uninterrupted to 100%. Keep an eye on the battery life for the next 48 hours. If the problem continues, please reach out to our support team for more help. 😊
STATUS CHANGE | Unknown | 2025-09-16 23:42:05 UTC | Status: CLOSED

💬 Conversation: LEn0Xmp2QdezXtMOBoAZJA

Messages 7
Customers 1
Duration 2025-09-16 21:41:48 UTC to 2025-09-16 22:09:49 UTC
Message Types PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 3, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (jYytEvfk...) | 2025-09-16 21:41:48 UTC
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 21:53:30 UTC
Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer. First and Last Name: Ashlen Schaneman Email: ashlenschaneman@gmail.com Phone Number: +19708462398 Collar SN: 25h4140987rt Collar FW: Collar Purchased From: Halo Resources: gladly, a/p Recap/TS: Cx states collar is missing screws/rivits to collar. veriied shipping addy. snding ARF request for strap adjmnt kit. Next Steps:
AGENT NOTE | Agent (DBqblO4n...) | 2025-09-16 21:56:36 UTC
ALL information is required to complete the accessory order. Conversation/Task will be sent back to the requesting agent if any information is incomplete. Full Name: Ashlen Schaneman Email: ashlenschaneman@gmail.com Phone Number: +19708462398 Collar SN: 25h4140987rt Collar Model: H4 Break down shipping address - Confirm ALL information is correct before escalating. Street Address: 200121 Rolling Hills Rd City: Scottsbluff State: NE Postal code: 69361 Country: USA What are we sending the customer? (Please select the needed accessories from the DESCRIPTION drop down of this macro (in yellow) on the right side of Gladly) If sending more than 1 of an item please specify! H4 Strap Adjustment Kit (JUST the tools to attach & adjust size) For special requests, beacons, and any accessory requiring multiple quantities, please leave an internal note explaining "why".
TOPIC CHANGE | Agent (DBqblO4n...) | 2025-09-16 21:56:45 UTC
Added: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 22:09:47 UTC
Accessory Order Number-1660522 Strap Adj. Kit
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:09:49 UTC | Status: CLOSED

💬 Conversation: DN83NDroTdWo0STlD7FKFw

Messages 5
Customers 1
Duration 2025-09-16 21:44:11 UTC to 2025-09-16 22:07:53 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 21:44:11 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 22:07:30 UTC
Live Team Notes Serial Numbers: 25h4282631rt - Rusty FW: v.03.01.02 PRODBETA Issue/ Need: Next steps regarding fence set Troubleshooting & Actions Taken: Provided hand-testing instructions: hold collar by strap, bounce steadily toward fence line. Discussed feedback sequence: Warning ~7–10 ft before fence Boundary at fence Emergency beyond the fence Explained contact tips and which is best to use for fur types Edited feedback settings Discussed instance feedback Resources Used (provide details): (KB articles, Slack posts, internal docs.): How to Edit Feedback Settings [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwiXh3dmvxY6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJiaHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzI1MDExMzEzNjc0MTM1LUhvdy10by1FZGl0LUZlZWRiYWNrLVNldHRpbmdzBjsIVDoOc2VhcmNoX2lkSSIpYjc1NDY0ZjEtOWYwMC00ZGQ5LTliNzctZTRlYWZkMWIyNmE0BjsIRjoJcmFua2kIOgtsb2NhbGVJIgplbi11cwY7CFQ6CnF1ZXJ5SSINZmVlZGJhY2sGOwhUOhJyZXN1bHRzX2NvdW50aUk%3D--a50c9ff55d11b92db74eacba7915ab6e2cfe4578] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 22:07:53 UTC
Added: PT5SzfGLQx6qJKX6efjzxA
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 22:07:53 UTC | Status: CLOSED

💬 Conversation: WUelxE5gQx-SVdt6EF2QjA

Messages 7
Customers 1
Duration 2025-09-16 21:46:34 UTC to 2025-09-16 22:05:28 UTC
Message Types PHONE_CALL: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 21:46:34 UTC
TOPIC CHANGE | Agent (WBbod4uN...) | 2025-09-16 21:47:56 UTC
Added: jN7nMmX-TGW78SajheFiSw, 76jKdDJqQKG1X52gm4kjGg
PHONE_CALL | Agent (WBbod4uN...) | 2025-09-16 21:52:15 UTC
AGENT NOTE | Agent (WBbod4uN...) | 2025-09-16 22:05:27 UTC
Live Team Notes Serial Numbers: 24h3153679rt FW: 02.08.11 Issue/ Need: Cx has an H3 that will not charge Troubleshooting & Actions Taken: Cx has already done all of the TS for the collar but it will not charge Cx had the same issue with this collar in June but they were able to get it back working However, this time it is still not taking a charge Started warranty process for collar and made sure shipping info was verified Cx also noted they had an older collar that stopped working so they bought this one Wanted to know what to do with this other collar Recommended they dispose of the collar but if they needed to they could send it back with the current collar Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (WBbod4uN...) | 2025-09-16 22:05:28 UTC | Status: CLOSED

💬 Conversation: k7EGCFKOQJ2fo1-tNC-tFg

Messages 3
Customers 1
Duration 2025-09-16 21:48:42 UTC to 2025-09-16 23:49:17 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (Zhmxsni-...) | 2025-09-16 21:48:42 UTC | halocollar.com
How do I give my grandson my collar
System/AI | 2025-09-16 21:49:09 UTC | halocollar.com
To transfer your Halo Collar to your grandson, you'll need to reassign the collar in the Halo App. Go to Settings > Currently linked to (Dog's Name), then select "Reassign Collar to Another Pet." Follow the on-screen instructions to add your grandson's pet details. Make sure your grandson has the Halo App installed and is ready to pair the collar via Bluetooth. If you encounter any issues, feel free to reach out for further assistance. Enjoy the process of sharing the Halo Collar's benefits with your family!
STATUS CHANGE | Unknown | 2025-09-16 23:49:17 UTC | Status: CLOSED

💬 Conversation: k1b6iaH5RmugRu95atBoMg

Messages 4
Customers 1
Duration 2025-09-16 21:49:41 UTC to 2025-09-16 21:53:03 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:49:41 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:50:37 UTC
Added: yUdj74HoRguBsTQ2B0ZktA
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 21:53:02 UTC
Live Team Notes Serial Numbers: 25h4173444rt FW: v.03.00.05 Issue/ Need: Got emergency fb at the wrong time Troubleshooting & Actions Taken: Properly hand tested collar Cx stated everything is good Cx stated emergency FB is so high to the point that his pup barks in distress when received Directed cx on how to adjust his levels on emergency FB to a comfortable setting for his pup Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:53:03 UTC | Status: CLOSED

💬 Conversation: h34P9laDQJurkF4uMpjHsw

Messages 6
Customers 1
Duration 2025-09-16 21:50:39 UTC to 2025-09-16 22:26:43 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (kG_y1pzG...) | 2025-09-16 21:50:39 UTC
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 22:24:54 UTC
Live Team Notes Serial Numbers: FW: jkb@Icloud.com Issue/ Need: Cx states that Susie Sue's collar is not getting static feedback Incorrect location of the pet on the map Cx states one of the collars was vibrating and blinking (24h3130325rt) Troubleshooting & Actions Taken: Hand-tested static Tips CX is upset about the cost CX will call back to get Susie collar WR once Buck's collar arrives Overridden Warranty for cx satisfaction Res Jamie Jones Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (hY11vVd1...) | 2025-09-16 22:24:55 UTC
Added: j8NwW1I9TISUalRz8HLmTg, XgG7bb7sStCdWy5Ryptnjw
AGENT NOTE | Agent (hY11vVd1...) | 2025-09-16 22:26:13 UTC
Live Team Notes Serial Numbers: 24h3130635rt / 24h3130325rt ( Both collars have issues) FW: jkb@Icloud.com Issue/ Need: Cx states that Susie Sue's collar is not getting static feedback Incorrect location of the pet on the map Cx states one of the collars was vibrating and blinking (24h3130325rt) Troubleshooting & Actions Taken: Hand-tested static Tips CX is upset about the cost CX will call back to get Susie collar WR once Buck's collar arrives Overridden Warranty for cx satisfaction Res Jamie Jones Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (hY11vVd1...) | 2025-09-16 22:26:43 UTC | Status: CLOSED

💬 Conversation: c4FI0QtwTiO9HvmfgrV8nw

Messages 3
Customers 1
Duration 2025-09-16 21:51:49 UTC to 2025-09-16 23:52:25 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_STATUS_CHANGE: 1
Customer (v_RGtid8...) | 2025-09-16 21:51:49 UTC | halocollar.com
Why is the cellular paused on my dog’s collar?
System/AI | 2025-09-16 21:52:14 UTC | halocollar.com
Hi there! The cellular connection on your dog's Halo Collar might be paused due to connectivity issues or a problem with the LTE service. Please make sure your Halo Membership Plan is active, as it's needed for LTE functionality. To troubleshoot, check the LTE status in the Halo App by going to My Map and tapping your Pet Card. You can also try power cycling the collar or testing LTE connectivity by moving out of Wi-Fi range. If issues persist, consult the Halo App for further diagnostics.
STATUS CHANGE | Unknown | 2025-09-16 23:52:25 UTC | Status: CLOSED

💬 Conversation: -wVBDZn8RTmmC_dHu0i0Kg

Messages 4
Customers 1
Duration 2025-09-16 21:52:39 UTC to 2025-09-16 21:52:44 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (JuW94Dok...) | 2025-09-16 21:52:39 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (JuW94Dok...) | 2025-09-16 21:52:39 UTC
Live Team Notes Serial Numbers: 22h2111914rt FW: v.01.01.35 Issue/ Need: Cx has been trying to do wired FW update for over a year now Troubleshooting & Actions Taken: Assisted Cx in linking collar into account and submitting warranty and confirming shipping address Resources Used (provide details): (KB articles, Slack posts, internal docs.): admin portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (JuW94Dok...) | 2025-09-16 21:52:44 UTC | Status: CLOSED

💬 Conversation: roKmRWmETdmuh0MOYvyrFw

Messages 2
Customers 1
Duration 2025-09-16 21:53:00 UTC to 2025-09-16 23:53:26 UTC
Message Types EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
STATUS CHANGE | Unknown | 2025-09-16 23:53:26 UTC | Status: CLOSED

💬 Conversation: ey3xi4TSTRO9Zh3yIWZSPg

Messages 7
Customers 1
Duration 2025-09-16 21:55:46 UTC to 2025-09-16 22:31:53 UTC
Message Types PHONE_CALL: 1, CONVERSATION_NOTE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
PHONE_CALL | Customer (cXH1WfJg...) | 2025-09-16 21:55:46 UTC
AGENT NOTE | Agent (poWlULpl...) | 2025-09-16 22:03:26 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4272022rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Battery Life Date & Time of Occurrence: Sept 4, 2025 Is the Issue Reproducible? (Yes/No – If Yes, include steps): Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: The cx has done TS steps for low battery life and the Hard reset During the phone call with the cx, the collar charge has dropped by 1 hour 9:30 pm collar is put on the charger. 4:30 am collar is taken off the charger Collar says 20 hours, but only lasting around 13 hours Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) Screenshots: (Yes/No) Yes System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No) App Logs (App issues): (Yes/No)
TOPIC CHANGE | Agent (poWlULpl...) | 2025-09-16 22:03:45 UTC
Added: C601BWVnSViGn9DDMDr6WQ
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 22:31:02 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Buddy's (25h4272022rt) Recap (When/Where/What the customer wants) Battery life Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Sending cx wr confirmation macro Optional Additional Info: Unit predicted battery life shows 19.4 hrs Actual battery life is 18 hrs with 10% remaining (20 hours estimated) Unit needs to be replaced
STATUS CHANGE | Agent (Rh0xdCH1...) | 2025-09-16 22:31:53 UTC | Status: CLOSED

💬 Conversation: jTiBkwefR9iPjkpJey8FYg

Messages 3
Customers 1
Duration 2025-09-16 21:56:04 UTC to 2025-09-16 21:56:28 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:56:25 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yUdj74HoRguBsTQ2B0ZktA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 21:56:28 UTC | Status: CLOSED

💬 Conversation: bav1JOqHSxO-xzzZ_Ny27Q

Messages 1
Customers 1
Duration 2025-09-16 21:56:44 UTC to 2025-09-16 21:56:44 UTC
Message Types EMAIL: 1

💬 Conversation: x7OZZSn6RdCD4qZ_B4z7Fg

Messages 12
Customers 1
Duration 2025-09-16 21:56:53 UTC to 2025-09-16 22:00:31 UTC
Message Types CHAT_MESSAGE: 12
Customer (Qi8S-wn4...) | 2025-09-16 21:56:53 UTC | halocollar.com
Our collar diagnostic says it has a critical issue
Customer (Qi8S-wn4...) | 2025-09-16 21:57:17 UTC | halocollar.com
for the last two days when I take it off the charger, it vibrates constantly
System/AI | 2025-09-16 21:57:17 UTC | halocollar.com
Oh no! If your collar diagnostic indicates a critical issue, it needs to be replaced. The replacement process should start automatically, and you should receive an email to confirm your shipping address. Please check your email, including spam or junk folders, for this confirmation. Once confirmed, your replacement collar will be shipped to you. If you encounter any issues or don't receive the email, please contact our live support team for assistance. Let me know if you need further help!
System/AI | 2025-09-16 21:57:36 UTC | halocollar.com
I'm sorry to hear that! A collar constantly vibrating signals a critical issue needing replacement. The replacement process typically begins automatically. Please check your email for a shipping address confirmation. Ensure the email hasn’t gone to spam or junk. Confirm the address to proceed with receiving a new collar. If you need more assistance or don't receive the email, our live support team is ready to help.
Customer (Qi8S-wn4...) | 2025-09-16 21:57:41 UTC | halocollar.com
What email address will that go to?
System/AI | 2025-09-16 21:57:55 UTC | halocollar.com
The shipping address confirmation email will be sent to the email address associated with your Halo account. If you registered using your current email, cperry0428@yahoo.com, please check there, including your spam or junk folders. If you can't locate the email, our live support team can assist in verifying and resending the confirmation. Let me know if there's anything else you need!
Customer (Qi8S-wn4...) | 2025-09-16 21:58:39 UTC | halocollar.com
We are checking
System/AI | 2025-09-16 21:58:54 UTC | halocollar.com
Great! Take your time to check, and if you find the email, please confirm your shipping address as soon as possible. If you have any other questions or need more help, feel free to message me here!
Customer (Qi8S-wn4...) | 2025-09-16 21:59:06 UTC | halocollar.com
Does this mean the collar is not working
System/AI | 2025-09-16 21:59:26 UTC | halocollar.com
Yes, when the collar vibrates constantly or shows a critical diagnostic issue, it typically indicates that it is not functioning correctly and shouldn't be used. For your pet's safety, please discontinue its use until you receive the replacement. If you need any additional help or information, feel free to ask!
Customer (Qi8S-wn4...) | 2025-09-16 22:00:09 UTC | halocollar.com
We can’t have her running around without a collar or any way to find her.
System/AI | 2025-09-16 22:00:31 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: d-t0ZNk8RWC46jD5uXoGkg

Messages 14
Customers 1
Duration 2025-09-16 21:59:16 UTC to 2025-09-16 22:19:25 UTC
Message Types TOPIC_CHANGE: 2, EMAIL: 4, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 5
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 21:59:16 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 21:59:56 UTC
First and Last Name: Emmett Mitchell Email: airojs3h@aol.com Other contact info if possible: n/a Sidekick Handoff (Y*N) n If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:00:06 UTC | Status: CLOSED
STATUS CHANGE | Customer (JClIk1ea...) | 2025-09-16 22:00:18 UTC | Status: OPEN
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 22:08:22 UTC
Live Team Notes Serial Numbers: 24h4482081rt FW: v. 03.00.05 Applied Issue/ Need: He thinks that the battery is gone and they it gave me a thing that says battery failure He showed it on the camera and the collar was buzzing Troubleshooting & Actions Taken: AP shows warranty ID: AW-20250908-44700 Sent the link on the chat, the cx was able to confirm the address Now AP shows RMA created in NetSuite Advised: 3-5 days for delivery Not to use the collar anymore Return the old collar with the label received in the replacement box Keep accessories to switch them to the new collar I also suggested to him how to turn the collar OFF, on, and of the charger The collar stretches, and it loosens up Collected address and phone, and created order #1660518 for a Strap Slider Informed that they will receive a one-question survey via email, so their feedback would be appreciated Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal WooCommerce Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:09:52 UTC
Added: rdUSmYttSwKQFfR2AdKalw, oa5e98htSpOozRqx9wftLg, tWVb8l74TQWoFOK-wNWbdw, 9J6_cepqS5yGgLK5NOsVww, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:10:33 UTC | Status: CLOSED
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:19:19 UTC | Status: OPEN
AGENT NOTE | Agent (chgMWdgT...) | 2025-09-16 22:19:22 UTC
Accessory Order Number-1660518
STATUS CHANGE | Agent (chgMWdgT...) | 2025-09-16 22:19:25 UTC | Status: CLOSED

💬 Conversation: LS2-KDG0R7efJaNFpOUQOw

Messages 2
Customers 1
Duration 2025-09-16 21:59:21 UTC to 2025-09-16 21:59:52 UTC
Message Types CHAT_MESSAGE: 2
Customer (LTluTzG9...) | 2025-09-16 21:59:21 UTC | halocollar.com
hello, I purchased a collar on 8/24 order # 1649880 and the collar has been ripping
System/AI | 2025-09-16 21:59:52 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: x-Zayl4KQ6qTsWzTDWSMJw

Messages 5
Customers 1
Duration 2025-09-16 21:59:55 UTC to 2025-09-16 22:01:21 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 21:59:55 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:00:12 UTC
Added: bQCGkOpiQVKvoHsRWeR4Eg
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:00:41 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: Learn Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a cal Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Learn Outreach sheet Next Steps: No
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:01:21 UTC | Status: CLOSED

💬 Conversation: HdGhoHn0SeSm5JcpUvWbZA

Messages 2
Customers 1
Duration 2025-09-16 21:59:55 UTC to 2025-09-16 22:00:33 UTC
Message Types CHAT_MESSAGE: 2
Customer (pA3sUODd...) | 2025-09-16 21:59:55 UTC | halocollar.com
I keep getting a message that the gps isn’t strong enough
System/AI | 2025-09-16 22:00:33 UTC | halocollar.com
Hi there! It sounds like your Halo Collar's GPS signal might be a bit weak. To boost it, try taking the collar outside to an open area, away from buildings and trees. Keep it still until the GPS light blinks green (for Halo 4) or blue (for Halo 3/older models). This should help initialize the GPS. Also, make sure the collar is charged and connected to Wi-Fi to download satellite data, which will improve GPS accuracy. If you're still having trouble, check the collar's fit and ensure the app and firmware are up to date. For more tips, you can check the GPS optimization guidelines in the Halo app.

💬 Conversation: WjpMNwHqRomPV0ULAMhVNQ

Messages 5
Customers 1
Duration 2025-09-16 22:02:25 UTC to 2025-09-16 22:03:16 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:02:25 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:02:30 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:02:53 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:03:16 UTC | Status: CLOSED

💬 Conversation: SRz40SO9QjeAUkQDisACew

Messages 5
Customers 1
Duration 2025-09-16 22:03:29 UTC to 2025-09-16 22:04:42 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:03:29 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:03:34 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:03:48 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:04:42 UTC | Status: CLOSED

💬 Conversation: qkd9Gy_jRve_mY74WiteHA

Messages 6
Customers 1
Duration 2025-09-16 22:04:31 UTC to 2025-09-16 22:09:45 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 2, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 22:04:31 UTC
Live Team Notes Serial Numbers: 25h4270086rt FW: v.02.06.05 Issue/ Need: Warranty stat Troubleshooting & Actions Taken: Warranty ID: AW-20250916-46217 CX confirmed address while on call Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:09:38 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:09:45 UTC
Added: -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:09:45 UTC | Status: CLOSED

💬 Conversation: J6aCFtEfRxqxZhUhlWHdRw

Messages 5
Customers 1
Duration 2025-09-16 22:04:55 UTC to 2025-09-16 22:05:24 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:04:55 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:05:00 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:05:11 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:05:24 UTC | Status: CLOSED

💬 Conversation: NMhBmXExRr-zl1zODZNEjA

Messages 5
Customers 1
Duration 2025-09-16 22:05:30 UTC to 2025-09-16 22:06:01 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:05:30 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:05:39 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:05:47 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:06:01 UTC | Status: CLOSED

💬 Conversation: 0RO7aoIyTIm_3XgoTXhUdA

Messages 2
Customers 1
Duration 2025-09-16 22:06:34 UTC to 2025-09-16 22:07:20 UTC
Message Types CHAT_MESSAGE: 2
Customer (vq2zZwYL...) | 2025-09-16 22:06:34 UTC | halocollar.com
Hello. I purchased a Halo Collar online with Affirm and I returned the collar and I just need for Halo to contact Affirm to tell them I returned the collar.
System/AI | 2025-09-16 22:07:20 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: gVUN1dhrQ4uCtB-aXksswg

Messages 3
Customers 1
Duration 2025-09-16 22:07:37 UTC to 2025-09-16 22:08:08 UTC
Message Types CHAT_MESSAGE: 3
Customer (678W_FeV...) | 2025-09-16 22:07:37 UTC | halocollar.com
I want to check and see where my replacement collar is at
Customer (678W_FeV...) | 2025-09-16 22:07:43 UTC | halocollar.com
#AW-20250913-45660.
System/AI | 2025-09-16 22:08:08 UTC | halocollar.com
Hi there! To check the status of your replacement collar order #AW-20250913-45660, just visit the Order Status Dashboard and enter your order number and email address. If you haven't received a shipping confirmation yet, please check your email inbox, including spam and junk folders, for a confirmation request. Once confirmed, the collar usually ships within 3–5 business days. If you need any more help, feel free to reach out to our customer support team for detailed tracking information.

💬 Conversation: zPKmerrZSCuOO9cdu7C1Bw

Messages 9
Customers 1
Duration 2025-09-16 22:08:20 UTC to 2025-09-16 22:25:03 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (NJW0mTv4...) | 2025-09-16 22:08:20 UTC | halocollar.com
D
System/AI | 2025-09-16 22:08:38 UTC | halocollar.com
Hi Amanda! It looks like your message may have been sent accidentally. How can I assist you with your Halo Collar today? Feel free to ask any questions you might have.
Customer (NJW0mTv4...) | 2025-09-16 22:08:52 UTC | halocollar.com
I need to see about getting a new collar, ours has stopped working
System/AI | 2025-09-16 22:09:45 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:17:11 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, Cjtcd5wHRoC7ZpTg1dcvww, 6jk7DobMRw2g1ATE6kOMjw
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 22:23:33 UTC
Live Team Notes Serial Numbers: 22h2196824rt (561210 - added Jun 21, 2022 7:33 PM) FW: v. 03.00.05 Applied Issue/ Need: The collar has stopped working When plugged it in to charge it gets extremely hot Troubleshooting & Actions Taken: First asked that they not use the collar on the dog anymore Advised the collar would need to be replaced and is OOW so their best option is to upgrade the collar with HCP for $199 or use HPP to get it for $449. They have already been signed on Halo Care since last year Walked him to upgrade the collar Explained to remove the old one and add the new one once it's received Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:25:03 UTC | Status: CLOSED

💬 Conversation: C6HVLv0FRqSxKvDOde-EJg

Messages 7
Customers 1
Duration 2025-09-16 22:08:27 UTC to 2025-09-16 22:37:30 UTC
Message Types EMAIL: 3, CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:12:08 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Cx is calling to inquire on where replacement collar is and is very upset Troubleshooting & Actions Taken: Sending cx information via email Call disconnected Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Order bot Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 22:32:00 UTC
Live Team Notes Serial Numbers: 25h4120715rt FW: 03.00.05 Issue/ Need: Customer called in regarding WISMO - WR, reporting they’ve been waiting 15 days for a replacement collar AW-20250908-44686 Troubleshooting & Actions Taken: Reviewed previous notes before continuing the conversation Customer stated the last agent hung up on him and was very rude Confirmed the warranty replacement is on our tracking sheet, which usually means a tracking number will appear within 24 hours Explained that once the tracking number posts, an automatic email will notify him the package has shipped During the call, the customer received the “package has shipped” email Customer requested an email address to write a letter directly to the company owners about the issue and overall experience Reached out to Slack Support, Informed the customer once a follow up is made I will provide said information to them The customer ended the call happy but did state they will reach out via Linkedin to the owners. Resources Used (provide details): (KB articles, Slack posts, internal docs.): Gladly Notes CS Tracker Slack Support [https://halocollarworkspace.slack.com/archives/C03JKV1S5C5/p1758061194385629] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 22:37:13 UTC
Removed: G-jsEqQoTI27CkJ4fDF2cA
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 22:37:30 UTC | Status: CLOSED

💬 Conversation: EeBPz-w9T_up_Mza2NYjaQ

Messages 5
Customers 1
Duration 2025-09-16 22:09:18 UTC to 2025-09-16 22:10:01 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:09:18 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:09:25 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:09:35 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:10:01 UTC | Status: CLOSED

💬 Conversation: qe5DideCQdCx_OdM9MqM5A

Messages 2
Customers 1
Duration 2025-09-16 22:09:44 UTC to 2025-09-16 22:10:15 UTC
Message Types CHAT_MESSAGE: 2
Customer (l-LSXmGm...) | 2025-09-16 22:09:44 UTC | halocollar.com
My collar is saying it hasn’t connected in over 8 weeks. It’s on the charger and turned on. And it will not even try to connect. I don’t know what to do at this point. Would someone be able to help?
System/AI | 2025-09-16 22:10:15 UTC | halocollar.com
Hi there! I'm here to help with your collar connection issue. Please make sure your collar is plugged into the original charging cable and check for a blinking green battery light. Also, ensure Bluetooth is enabled on your phone and you're within 50 feet of the collar. Try charging near a window with a strong Wi-Fi or cellular signal. If the problem persists, you might need to update the collar firmware or perform a hard reset by holding the power button for 15 seconds. If these steps don't resolve the issue, please reach out to our live support for further assistance.

💬 Conversation: ZKO1Wz7PTQyZtsawnLOoKQ

Messages 5
Customers 1
Duration 2025-09-16 22:10:14 UTC to 2025-09-16 22:10:48 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:10:14 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:10:19 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:10:31 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:10:48 UTC | Status: CLOSED

💬 Conversation: AynB3H-0T0Cc_Snfa9FJpA

Messages 2
Customers 1
Duration 2025-09-16 22:11:06 UTC to 2025-09-16 22:11:42 UTC
Message Types CHAT_MESSAGE: 2
Customer (h6DhFCWU...) | 2025-09-16 22:11:06 UTC | halocollar.com
My collar stopped working
System/AI | 2025-09-16 22:11:42 UTC | halocollar.com
Hi Katie, I'm sorry to hear about your collar issue. If your Halo Collar has stopped working, it might be due to a diagnostic error. Please check for any error notifications in your app. If you receive a notification not to use your collar, it means it needs replacement. The replacement process should begin automatically. Check your email for an address confirmation message to complete the replacement. If you didn't receive a diagnostic error or can't find the email, please contact our live support team for further assistance.

💬 Conversation: QgExucWARK2iSIOOPoUZZA

Messages 6
Customers 1
Duration 2025-09-16 22:11:45 UTC to 2025-09-16 22:24:50 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (e6gWEQGB...) | 2025-09-16 22:11:45 UTC | halocollar.com
I want to edit my order
System/AI | 2025-09-16 22:12:16 UTC | halocollar.com
Hi there! Once an order is placed, we can't make changes like modifying the shipping address, adding items, or updating payment details. However, if it's been less than an hour since your purchase, you can cancel your order online using the link in your confirmation email and then place a new order with the desired changes. If you need more help, feel free to reach out to our customer support team. We're here to assist you!
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 22:24:31 UTC
Live Team Notes Serial Numbers:NA FW:NA Issue/ Need: Cancel order Cx called in to cancel order Guided cx on how to cancel order on her end While on call, cx left meeting. Troubleshooting & Actions Taken: Guided cx on how to cancel Resources Used (provide details): (KB articles, Slack posts, internal docs.):PA Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 22:24:45 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 3rYf9UMaTxuV55czulmLdA
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 22:24:50 UTC | Status: CLOSED

💬 Conversation: k4cAoWwRTu27A4NnsGMO8Q

Messages 1
Customers 1
Duration 2025-09-16 22:11:51 UTC to 2025-09-16 22:11:51 UTC
Message Types EMAIL: 1

💬 Conversation: UhErO8-4SCqMrG_YIbDeQw

Messages 5
Customers 1
Duration 2025-09-16 22:12:32 UTC to 2025-09-16 22:12:57 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:12:32 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:12:38 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:12:46 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:12:57 UTC | Status: CLOSED

💬 Conversation: jHYg8XAET0mYD7U0uGZG1Q

Messages 4
Customers 1
Duration 2025-09-16 22:14:18 UTC to 2025-09-16 22:16:52 UTC
Message Types CHAT_MESSAGE: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:14:18 UTC | halocollar.com
Hi Customer, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about unsure. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
Agent (ne4kLbEh...) | 2025-09-16 22:16:32 UTC | halocollar.com
Seems you are longer in the chat please reach out to us. If hopping back into the chat isn’t convenient, not to worry. Our phone support team is available and ready to assist you. ​​​​ To join the Dog Park through the Halo App, just follow these quick steps: Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session ​​​​ Phone support (+1 (214) 238-9788) available hours: 9:00 AM - 5:00 PM EST (Monday-Friday) 10:00 AM - 4:00 PM EST (Saturday & Sunday) We know how important it is to keep your pup safe and happy, and we’re here to help every step of the way.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:16:49 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:16:52 UTC | Status: CLOSED

💬 Conversation: i9l1OdBqTli7LgQGNroC4A

Messages 5
Customers 1
Duration 2025-09-16 22:16:05 UTC to 2025-09-16 22:16:22 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (Xia3KyCm...) | 2025-09-16 22:16:05 UTC
Live Team Notes Serial Numbers:25h4150209th FW:v.03.00.05 Issue/ Need: New strap CX called in bc rivets broke and cx is in need of new strap. Processed order 1660523 for cx. Troubleshooting & Actions Taken: Processed order 1660523 Resources Used (provide details): (KB articles, Slack posts, internal docs.): PA Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 22:16:14 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (Xia3KyCm...) | 2025-09-16 22:16:18 UTC
Added: PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (Xia3KyCm...) | 2025-09-16 22:16:22 UTC | Status: CLOSED

💬 Conversation: tLcDygVZTxqJOJmD8No5AA

Messages 6
Customers 1
Duration 2025-09-16 22:16:07 UTC to 2025-09-16 22:28:38 UTC
Message Types TOPIC_CHANGE: 2, PHONE_CALL: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 22:16:07 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 22:17:39 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 22:28:20 UTC
Serial Numbers: 24h3291879rt FW: 03.00.05 Issue/ Need: Cx stated, "I am in need of the screw that holds the collar to the transmitter x2. Both have fallen out even though I have the collar cover on." Cx is missing a screw for one of the Carabiners Cx has paused the plan for now as they have not been using the collar Troubleshooting & Actions Taken: Submitted 1660529 for a Carabiner kit Resources Used: AP Next Steps: Follow up with Accessory Request Completed macro
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 22:28:38 UTC
Added: WUKscBrXRHKv5Oyy8OvQOw
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 22:28:38 UTC | Status: CLOSED

💬 Conversation: TyI_9otNTuCWqDIC81E-8A

Messages 5
Customers 1
Duration 2025-09-16 22:17:18 UTC to 2025-09-16 22:23:36 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:17:18 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:17:25 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:17:46 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:23:36 UTC | Status: CLOSED

💬 Conversation: 2YkTs0ptSoue6LM8PqTstQ

Messages 5
Customers 1
Duration 2025-09-16 22:17:26 UTC to 2025-09-16 22:32:00 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:17:26 UTC | halocollar.com
Hi Amanda, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about Can the collar be left plugged in charging overnight? Or is it not good for the battery life?. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
Agent (ne4kLbEh...) | 2025-09-16 22:17:46 UTC | halocollar.com
Yes you can leave the collars plugged in over night.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:31:59 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:32:00 UTC | Status: CLOSED

💬 Conversation: JZb7BHp2SYmED9oyS_vwaQ

Messages 2
Customers 1
Duration 2025-09-16 22:18:32 UTC to 2025-09-16 22:19:00 UTC
Message Types CHAT_MESSAGE: 2
Customer (xbuhkuop...) | 2025-09-16 22:18:32 UTC | halocollar.com
Hi I’m trying to add my dogs photo
System/AI | 2025-09-16 22:19:00 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: -dhtK9EoTIKiJiFIA4OIXw

Messages 1
Customers 1
Duration 2025-09-16 22:19:07 UTC to 2025-09-16 22:19:07 UTC
Message Types EMAIL: 1

💬 Conversation: cO_hzqWpQFe4KScnzz-smg

Messages 3
Customers 1
Duration 2025-09-16 22:21:12 UTC to 2025-09-16 22:22:06 UTC
Message Types CHAT_MESSAGE: 3
Customer (GLwjpP1A...) | 2025-09-16 22:21:12 UTC | halocollar.com
I need help getting started.
Customer (GLwjpP1A...) | 2025-09-16 22:21:25 UTC | halocollar.com
I need help getting started
System/AI | 2025-09-16 22:22:06 UTC | halocollar.com
Hi Mike! Let's get your Halo Collar set up. First, download the Halo Collar app on your smartphone. You'll need to create an account or log in if you already have one. Follow the in-app instructions to pair your Halo Collar with your device. Make sure Bluetooth and location services are enabled on your phone for seamless pairing. Once paired, you can set up a virtual fence through the app to keep your pet safe. Feel free to reach out if you need further assistance during the process!

💬 Conversation: gjGLnE_PQHOUJgQnn6IIvA

Messages 2
Customers 1
Duration 2025-09-16 22:21:29 UTC to 2025-09-16 22:22:06 UTC
Message Types CHAT_MESSAGE: 2
Customer (3ONhl69p...) | 2025-09-16 22:21:29 UTC | halocollar.com
how do you charge a beacon
System/AI | 2025-09-16 22:22:06 UTC | halocollar.com
Halo Beacons are battery-powered, so you'll need to replace the battery when it runs low. You can find details on the compatible battery type on the Halo website's Beacon Shop. If you have any more questions or need help, just let us know!

💬 Conversation: FDQMKZZLT1O74YX9VeV3TA

Messages 3
Customers 1
Duration 2025-09-16 22:22:59 UTC to 2025-09-16 22:32:53 UTC
Message Types CHAT_MESSAGE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (B63iEj1y...) | 2025-09-16 22:22:59 UTC | halocollar.com
Hi there! To update your collar’s firmware without using Bluetooth, you will need: Your Halo Collar The charging cable that came with your Halo Collar (or another USB-C cable) A computer (PC or Mac) To perform the wired firmware update, you’ll first need to download a file that will later be transferred to your Halo Collar once it’s connected to your computer. Before proceeding, please confirm which Halo Collar version you have. In the Halo App, tap Settings > My Collars and check the version listed between the collar name and the serial number. It should say Halo 1, Halo 2, Halo 2+, Halo 3, or Halo 4.” If your collar is a Halo 1 or Halo 2, download this firmware update file If your collar is a Halo 2+, download this firmware update file If your collar is a Halo 3, download this firmware update file If your collar is a Halo 4, download this firmware update file
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:32:49 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:32:53 UTC | Status: CLOSED

💬 Conversation: 9Dj7ei2NSC6g1SzpqONLWg

Messages 7
Customers 1
Duration 2025-09-16 22:23:54 UTC to 2025-09-16 22:52:52 UTC
Message Types CONVERSATION_STATUS_CHANGE: 3, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:23:54 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:23:59 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:24:06 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:26:01 UTC | Status: CLOSED
STATUS CHANGE | Customer (ULyBxgIm...) | 2025-09-16 22:52:52 UTC | Status: OPEN

💬 Conversation: ok8rOhrBTceXHNXJDWtT3g

Messages 4
Customers 1
Duration 2025-09-16 22:26:21 UTC to 2025-09-16 22:55:52 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:26:21 UTC | Status: OPEN
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:26:33 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:55:52 UTC | Status: CLOSED

💬 Conversation: Q5AUt5pWTWGA7f1ybCISJQ

Messages 3
Customers 1
Duration 2025-09-16 22:26:40 UTC to 2025-09-16 22:27:54 UTC
Message Types CHAT_MESSAGE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:26:40 UTC | halocollar.com
Hi Customer, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about Missing Connections. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:27:53 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:27:54 UTC | Status: CLOSED

💬 Conversation: 3O6XIRhETR-4hmfii4YSCQ

Messages 4
Customers 1
Duration 2025-09-16 22:26:49 UTC to 2025-09-16 22:27:00 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:26:49 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:26:51 UTC
First and Last Name: Jackson Ryschon Email: jrysch1353@yahoo.com Other contact info if possible: n/a Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:27:00 UTC | Status: CLOSED

💬 Conversation: l72IJq2OQ4GLvYmcmsfnSA

Messages 6
Customers 1
Duration 2025-09-16 22:28:15 UTC to 2025-09-16 22:31:45 UTC
Message Types CHAT_MESSAGE: 4, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:28:15 UTC | halocollar.com
Hi Customer, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about beeping. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
Agent (ne4kLbEh...) | 2025-09-16 22:29:48 UTC | halocollar.com
Still with me?
Agent (ne4kLbEh...) | 2025-09-16 22:31:29 UTC | halocollar.com
Not able to send follow up email.
Agent (ne4kLbEh...) | 2025-09-16 22:31:30 UTC | halocollar.com
Phone support (+1 (214) 238-9788) available hours: 9:00 AM - 5:00 PM EST (Monday-Friday) 10:00 AM - 4:00 PM EST (Saturday & Sunday)
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:31:43 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:31:45 UTC | Status: CLOSED

💬 Conversation: bcCdM8TRQjOUzmVJaLpuNQ

Messages 4
Customers 1
Duration 2025-09-16 22:30:01 UTC to 2025-09-16 22:30:25 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 22:30:01 UTC
Live Team Notes Serial Numbers: 25h4223939rt FW: v.03.00.05 Issue/ Need: cx advised that he needed to get a warranty request submitted but he is unable to confirm the shipping address Troubleshooting & Actions Taken: Reset address confirmation link Cx confirmed address during the call Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 Warranty and Returns Guide Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 22:30:21 UTC | Status: CLOSED
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 22:30:25 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg

💬 Conversation: 5_0rL4p9SsSV9U4snNKjhg

Messages 4
Customers 1
Duration 2025-09-16 22:30:17 UTC to 2025-09-16 22:30:59 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:30:35 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:30:58 UTC
First and Last Name: Lindy Tommasin Email: tommasinlindy@gmail.com Other contact info if possible: n/a Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:30:59 UTC | Status: CLOSED

💬 Conversation: s51G0AatToqHrbxO3ZtByQ

Messages 2
Customers 1
Duration 2025-09-16 22:30:53 UTC to 2025-09-16 22:31:29 UTC
Message Types CHAT_MESSAGE: 2
Customer (3beYXmm-...) | 2025-09-16 22:30:53 UTC | halocollar.com
Why do I always have to take collar out by hand before putting on my dog?
System/AI | 2025-09-16 22:31:29 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: FLqeVbggTEaMBkh_wtwYew

Messages 6
Customers 1
Duration 2025-09-16 22:32:27 UTC to 2025-09-16 22:36:26 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 2, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:32:27 UTC | halocollar.com
Hi Pat, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about GPS concerns. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
Agent (ne4kLbEh...) | 2025-09-16 22:34:35 UTC | halocollar.com
Still with me?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:36:24 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, DWX7EuMeSkumrbZ8T4AUPQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:36:26 UTC | Status: CLOSED

💬 Conversation: g5KLNNPyRUWU0LFvFcYSaA

Messages 2
Customers 1
Duration 2025-09-16 22:32:34 UTC to 2025-09-16 22:32:54 UTC
Message Types CHAT_MESSAGE: 2
Customer (t9yV_wRn...) | 2025-09-16 22:32:34 UTC | halocollar.com
I want to cancel my order
System/AI | 2025-09-16 22:32:54 UTC | halocollar.com
Hi there! You can cancel your order within 1 hour of placing it if it's still in "Received" status. Just open your order confirmation email and click "Check Your Order Status" to access the Order Status Dashboard. Select "Manage Order," and if your order is marked as "Received," you'll see the option to cancel it. Follow the on-screen prompts to complete the cancellation. Refunds are typically processed within 7–10 business days.

💬 Conversation: lf5dwtzWTOCIBjj8DrP0tA

Messages 1
Customers 1
Duration 2025-09-16 22:32:54 UTC to 2025-09-16 22:32:54 UTC
Message Types EMAIL: 1

💬 Conversation: C76PLjzyTVGngueij-nPng

Messages 4
Customers 1
Duration 2025-09-16 22:34:20 UTC to 2025-09-16 22:34:47 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:34:20 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:34:46 UTC
First and Last Name: Ebbi Young Email: jameseejasperssissy@icloud.com Other contact info if possible: +17655358614 Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:34:47 UTC | Status: CLOSED

💬 Conversation: -hqhCYFmS92TXWHiPb6hiQ

Messages 3
Customers 1
Duration 2025-09-16 22:35:30 UTC to 2025-09-16 22:36:02 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:35:30 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, -LmskJFZShWlO0nMJuMqlA
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:35:51 UTC
Removed: -LmskJFZShWlO0nMJuMqlA
AGENT NOTE | Agent (B63iEj1y...) | 2025-09-16 22:36:02 UTC
Thank you for reaching out and letting us know about the missing magnetic piece from your charger. As a one-time courtesy, I’d be happy to process a replacement Magcharger for you. To move forward, could you please provide the following information: Which Halo Collar you have (Halo 1, Halo 2, Halo 2+, Halo 3, or Halo 4) Your mailing address Your phone number Once I have this information, I’ll be able to submit the replacement order for you right away.

💬 Conversation: XkxkJQ8cQI2MEYfLruBAEA

Messages 4
Customers 1
Duration 2025-09-16 22:36:25 UTC to 2025-09-16 22:39:01 UTC
Message Types CHAT_MESSAGE: 4
Customer (YxhkUCXK...) | 2025-09-16 22:36:25 UTC | halocollar.com
I am new to the collar and I can't find the tutorial icon and I am going thru the training, but I can't set the whistle. where di i find those settings
System/AI | 2025-09-16 22:36:48 UTC | halocollar.com
To find the tutorial icon, open the Halo App and tap the "Learn" tab. Here, you'll find step-by-step lessons and videos to guide you. To set the whistle, go to "Feedback Settings" in the app. Tap "My Map," select your pet, swipe up on the Pet Card, and tap "Feedback Settings." Choose "Whistle" under the Encouragement Feedback dropdown and adjust the volume using the slider. Following these steps should help you continue your training smoothly. Let me know if there's anything else you need!
Customer (YxhkUCXK...) | 2025-09-16 22:38:47 UTC | halocollar.com
I will try that Thanks 😊
System/AI | 2025-09-16 22:39:01 UTC | halocollar.com
You're welcome, Aubrey! 😊 If you need any more help, feel free to reach out. Enjoy training with your Halo Collar!

💬 Conversation: Bhif5RY5S3Gmb9Hb3IL-fw

Messages 4
Customers 1
Duration 2025-09-16 22:37:00 UTC to 2025-09-16 22:39:25 UTC
Message Types CHAT_MESSAGE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:37:00 UTC | halocollar.com
Hi Angie, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about setting adjustments. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:39:19 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, CF6_882xQ3eGEtbPbwDdWQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:39:25 UTC | Status: CLOSED

💬 Conversation: vqNCwzKrS4SoSGvlxzVNcA

Messages 6
Customers 1
Duration 2025-09-16 22:37:25 UTC to 2025-09-16 23:12:12 UTC
Message Types CONVERSATION_NOTE: 3, EMAIL: 2, TOPIC_CHANGE: 1
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 22:37:25 UTC
Live Team Notes Serial Numbers: 24h3330137rt, 24h3292374rt FW: v.02.08.11 Issue/ Need: Reason for Call: Customer experiencing charging issues with both collars. Troubleshooting Steps Completed (per charging guide): Power Source: Plugged collars into USB-C cable and charging block (not computer). Confirmed no LED lights appeared when connected. Case Inspection: Removed Halo Pro case to check for damage; none observed. Ensured proper contact of magcharger adapter to collar. Charger & Cable Test: Verified original USB-C cable and charging block worked with another device. Attempted charging with alternate USB-C cable and charging block; issue persisted. Tested magcharger adapter from a working collar; no improvement. Charging Port Inspection: Examined gold pins for debris; cleaned gently with Q-tip and rubbing alcohol. Ensured port was fully dry before reconnecting. Customer confirmed collars had not been exposed to water. Reset: Performed 15-second reset on collars; no change. Customer Reported Observations: Collars eventually register as charging, but only after ~30 minutes on charger. Charging issue persisted even when using two brand-new chargers. Outcome: All Tier 1 troubleshooting exhausted. Escalated case to CET for advanced review. Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 22:40:27 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 24h3330137rt, 24h3292374rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): GPS Date & Time of Occurrence: 09/16 5:30 Is the Issue Reproducible? (Yes/No – If Yes, include steps): N Additional notes about the issue: Reason for Call: Customer experiencing charging issues with both collars. Troubleshooting Steps Completed (per charging guide): Power Source: Plugged collars into USB-C cable and charging block (not computer). Confirmed no LED lights appeared when connected. Case Inspection: Removed Halo Pro case to check for damage; none observed. Ensured proper contact of magcharger adapter to collar. Charger & Cable Test: Verified original USB-C cable and charging block worked with another device. Attempted charging with alternate USB-C cable and charging block; issue persisted. Tested magcharger adapter from a working collar; no improvement. Charging Port Inspection: Examined gold pins for debris; cleaned gently with Q-tip and rubbing alcohol. Ensured port was fully dry before reconnecting. Customer confirmed collars had not been exposed to water. Reset: Performed 15-second reset on collars; no change. Customer Reported Observations: Collars eventually register as charging, but only after ~30 minutes on charger. Charging issue persisted even when using two brand-new chargers. Outcome: All Tier 1 troubleshooting exhausted. Escalated case to CET for advanced review. Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Y Required Attachments (Check if Included) Screen Recording with narration: (Yes/No) N Screenshots: (Yes/No)N System Logs (Bluetooth, Wi-Fi, Cellular): (Yes/No)N App Logs (App issues): (Yes/No)N
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 22:40:41 UTC
Added: 76jKdDJqQKG1X52gm4kjGg, C601BWVnSViGn9DDMDr6WQ, 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (Rh0xdCH1...) | 2025-09-16 22:49:50 UTC
Escalation Team ONLY Note (RMA, Manager, Incident, Social, Accessories, etc) Reason for Escalation: (Explain Why) Josie Haley's (24h3330137rt) Georgia Haley's (24h3292374rt) Recap (When/Where/What the customer wants) Charging issues on both Is This Resolved/Follow-Up Required? yes If Follow Up Is Required (What/When) Sending back to agent, no LEDS is within the T1 TBS to replace on Halo 3s Optional Additional Info: Sending back to agent to let cx know we can replace both as both are within wr

💬 Conversation: vf_qyS5FSn20nH2z6j-0tQ

Messages 5
Customers 1
Duration 2025-09-16 22:37:26 UTC to 2025-09-16 22:38:39 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:37:31 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:37:44 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:38:35 UTC
First and Last Name: Steve Vogelgesang Email: vogelslacker@yahoo.com Other contact info if possible: Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:38:39 UTC | Status: CLOSED

💬 Conversation: BkD995VwTzioUynR9sLg2g

Messages 2
Customers 1
Duration 2025-09-16 22:37:52 UTC to 2025-09-16 22:38:19 UTC
Message Types CHAT_MESSAGE: 2
Customer (KIemJtXN...) | 2025-09-16 22:37:52 UTC | halocollar.com
refund question
System/AI | 2025-09-16 22:38:19 UTC | halocollar.com
If you're unsatisfied with your Halo Collar within 90 days of purchase, you can return it for a refund, minus a $25 return fee. Returns must be postmarked within 90 days of receiving the collar and require a Return Merchandise Authorization (RMA). To initiate a return, visit this link and submit a return request. Refunds are processed within 7-10 days after the return is received and inspected.

💬 Conversation: IQqigBMKT-yMPorX9JR-yw

Messages 4
Customers 1
Duration 2025-09-16 22:38:23 UTC to 2025-09-16 22:39:46 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 22:38:23 UTC
Live Team Notes Serial Numbers: 23h3361646rt FW: v.02.08.11 Issue/ Need: cx advised that one of her collars has an error and she did not receive an email for replacement Troubleshooting & Actions Taken: Advised cx that the collar is OOW and will have to be replaced through halo care or protection Explained costs and process for halo care Resources Used (provide details): (KB articles, Slack posts, internal docs.): OOW Warranty Policy Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 22:39:46 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 22:39:46 UTC | Status: CLOSED

💬 Conversation: HV2bSoLhTWeWnXTSDf8lyw

Messages 4
Customers 1
Duration 2025-09-16 22:39:05 UTC to 2025-09-16 22:40:50 UTC
Message Types CHAT_MESSAGE: 4
Customer (aQVflP1F...) | 2025-09-16 22:39:05 UTC | halocollar.com
How to charge
System/AI | 2025-09-16 22:39:26 UTC | halocollar.com
Hey there! Charging your Halo Collar is easy. Just use the USB-C charging cable and a compatible wall charger. For Halo 3 and 4 models, attach the magnetic USB-C adapter to the collar’s charging port. For older models, simply insert the USB-C cable directly. Make sure to charge it in a safe temperature range of 32°F to 104°F (0°C to 40°C). You'll know it's charging when you see a blinking green light, and a solid green light means it's fully charged. Don't forget to keep the charging port clean and dry, and always replace the port cover afterward to keep it protected from dirt and moisture.
Customer (aQVflP1F...) | 2025-09-16 22:40:26 UTC | halocollar.com
Where’s the adapter
System/AI | 2025-09-16 22:40:50 UTC | halocollar.com
The Halo Collar doesn't include a charging adapter to help reduce electronic waste. You can purchase a compatible adapter from our Accessory Shop on the Halo website. Be sure to choose the right adapter for your collar model to ensure it charges properly. If you have any questions, feel free to ask!

💬 Conversation: JZgSX98rSXqDa3GAvC6gzw

Messages 4
Customers 1
Duration 2025-09-16 22:40:00 UTC to 2025-09-16 22:44:54 UTC
Message Types CHAT_MESSAGE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:40:00 UTC | halocollar.com
Hi Sharon, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about a second map. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:44:53 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:44:54 UTC | Status: CLOSED

💬 Conversation: jSObtScuS3in49of22SF4g

Messages 4
Customers 1
Duration 2025-09-16 22:41:03 UTC to 2025-09-16 22:41:09 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 22:41:03 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 22:41:06 UTC
First and Last Name: Ebbi Young Email: jameseejasperssissy@icloud.com Other contact info if possible: Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 22:41:09 UTC | Status: CLOSED

💬 Conversation: OGRHDQ4wR0u0g5LPqLIr3Q

Messages 4
Customers 1
Duration 2025-09-16 22:41:40 UTC to 2025-09-16 22:43:09 UTC
Message Types CHAT_MESSAGE: 4
Customer (FX0t0LQT...) | 2025-09-16 22:41:40 UTC | halocollar.com
hello my collar shows it needs a GPS update
System/AI | 2025-09-16 22:42:03 UTC | halocollar.com
Hi there! To update your Halo Collar's GPS, take the collar outside to an open area away from buildings and trees. Keep it still until the GPS light changes to green (Halo 4) or blue (Halo 3 or older). If the GPS light blinks red every 3 seconds, or you receive a notification in the Halo App, it indicates the GPS needs initialization. Make sure your collar is charged and connected to Wi-Fi for automatic satellite data downloads, which improve GPS speed and accuracy. For detailed steps, check the GPS initialization guide in the Halo App.
Customer (FX0t0LQT...) | 2025-09-16 22:42:45 UTC | halocollar.com
thank you I will try that i have it charging now.
System/AI | 2025-09-16 22:43:09 UTC | halocollar.com
You're welcome! Once it's charged, follow the instructions to initialize the GPS. If you need further help, feel free to reach out. Enjoy your day!

💬 Conversation: YjNoMwDqSDC3JJxnxH1KcQ

Messages 3
Customers 1
Duration 2025-09-16 22:42:07 UTC to 2025-09-16 22:44:56 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1
Customer (aVdrqtdR...) | 2025-09-16 22:42:07 UTC | halocollar.com
how do I get more screws, the flat screws that hold the buckle on. mine have fallen out of 2 collars
System/AI | 2025-09-16 22:42:33 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 40HUkHWmS724BFTX1yjUQQ

Messages 3
Customers 1
Duration 2025-09-16 22:42:11 UTC to 2025-09-16 22:42:59 UTC
Message Types CHAT_MESSAGE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (B63iEj1y...) | 2025-09-16 22:42:11 UTC | halocollar.com
Hi there! It looks like we’ll need to test your collar’s GPS accuracy by performing a hand test. This will help recalibrate the feedback settings so they trigger at the appropriate times within and outside your fence. To perform a proper hand test: Hold the buckle of the strap with the speaker facing upward. Gently shake the collar to simulate your dog’s movements while walking near the fence boundaries. Holding the collar this way prevents blocking the internal GPS antennas. Please note that the GPS is designed to sense a dog’s movements, so results may be inaccurate if the collar is held still during testing. We also recommend viewing the My Map screen in the Pet Card while walking to confirm where the collar is showing on the map. This process will ensure accurate calibration and proper feedback timing.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:42:58 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, DWX7EuMeSkumrbZ8T4AUPQ
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:42:59 UTC | Status: CLOSED

💬 Conversation: TyqBsK64Tbu8uQeyPYRixw

Messages 4
Customers 1
Duration 2025-09-16 22:43:10 UTC to 2025-09-16 22:43:39 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:43:10 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, WprjYFTuRsSlVmqirbejqg
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:43:10 UTC
Live Team Notes Serial Numbers: 24h3271646rt FW: v.02.08.11 Issue/ Need: Cx wanted to verify replacement was on the way and warranty submitted Troubleshooting & Actions Taken: Informed cx to allow 3-5 business days Sending link via email to track replacement Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:43:39 UTC | Status: CLOSED

💬 Conversation: KSVTFXi1RzKXM6GLavL5zg

Messages 2
Customers 1
Duration 2025-09-16 22:45:14 UTC to 2025-09-16 22:45:44 UTC
Message Types CHAT_MESSAGE: 2
Customer (IrQlkAOu...) | 2025-09-16 22:45:14 UTC | halocollar.com
can I add another family member so they can use the halo app?
System/AI | 2025-09-16 22:45:44 UTC | halocollar.com
Yes, you can add another family member to use the Halo app by sharing your login details. Use the same login on multiple devices as separate user profiles or logins are not supported. Please ensure that anyone using the app completes the User Training for safe and proper handling of the Halo Collar. This way, all users have full access to the app, including tracking and collar settings.

💬 Conversation: p7E2UYrUSjaxfW2GW9xY2g

Messages 3
Customers 1
Duration 2025-09-16 22:45:31 UTC to 2025-09-16 22:48:02 UTC
Message Types CHAT_MESSAGE: 1, EMAIL: 1, TOPIC_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:45:31 UTC | halocollar.com
Hi Kayla, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about pong broke. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:48:02 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, -LmskJFZShWlO0nMJuMqlA

💬 Conversation: 6NmRmHxASDu5MBX26g-NeQ

Messages 4
Customers 1
Duration 2025-09-16 22:46:21 UTC to 2025-09-16 22:50:50 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 22:46:21 UTC
Live Team Notes Serial Numbers: 25h4291672rt FW: v.03.01.02 PRODBETA Issue/ Need: cx advised that her collar has a critical error and she would like to be reimbursed for her subscription Troubleshooting & Actions Taken: Cx was just sent a $25 GC on 8/30 and I am unable to send another one Advised cx to reach back out around 9/29-9/30 to request another GC as they can only be sent once a month Cx advised that she has had multiple replacements and her dog is 'dangerous' so she wanted to know if we can send her a backup collar Advised cx that she would have to purchase a collar if she would like to have a backup but we don't have ability to send her one Cx requested to have a Supervisor reach out to her Confirmed phone number Resources Used (provide details): (KB articles, Slack posts, internal docs.): All Escalation Procedure Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 22:50:41 UTC
Manager Request Notes Customer Information Serial Number: 25h4291672rt Firmware Version: v.03.01.02 PRODBETA Order Number: AW-20250815-39947 Why is this being escalated? (What happened?) cx advised that her collar has a critical error and she would like to be reimbursed for her subscription Cx was just sent a $25 GC on 8/30 and I am unable to send another one Advised cx to reach back out around 9/29-9/30 to request another GC as they can only be sent once a month Cx advised that she has had multiple replacements and her dog is 'dangerous' so she wanted to know if we can send her a backup collar Advised cx that she would have to purchase a collar if she would like to have a backup but we don't have ability to send her one What is the customer requesting? To be contacted by a manager Cx requested a backup collar and compensation for her subscription. What has already been done with the customer? (Previous steps taken?) Cx was just sent a $25 GC on 8/30 and I am unable to send another one Advised cx to reach back out around 9/29-9/30 to request another GC as they can only be sent once a month Advised cx that she would have to purchase a collar if she would like to have a backup but we don't have ability to send her one Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone) Phone number: 6137940091 Email address: marianne8ate68@gmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 22:50:50 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, fyFFNohUSm2oIvCfe9HM0A

💬 Conversation: jXHQoiWIQlS5VTabM6qY_w

Messages 1
Customers 1
Duration 2025-09-16 22:46:24 UTC to 2025-09-16 22:46:24 UTC
Message Types EMAIL: 1

💬 Conversation: OTAGg9HnR5qB3jZKZfp3Sg

Messages 4
Customers 1
Duration 2025-09-16 22:46:34 UTC to 2025-09-16 22:47:50 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 22:47:26 UTC
Live Team Notes Serial Numbers: 25h4303927rt & 25h4311046rt FW: v.02.06.05 Issue/ Need: Getting the collars set up, fence set up, they are linked They need to adjust the prongs, put them on They don't know how to adjust the settings, the intensity Troubleshooting & Actions Taken: She did not have the option to share or minimize MyMap >Pet Pin >Pet Card >Feeting Settings Checked the Prevention settings >Warning Beeps >Boundary Quad Tap >Emergency Checked the Encouragement settings too Sent the latest FW v. 03.01.02 update on both of them and asked her to ut them on the charger for about 30 min Checked the fence on AP and advised about the warnings there (screenshot) Advised how to edit the fence to remove excessive white posts She was getting a message about the GPS advised because it needed initialization Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:47:39 UTC
Added: PT5SzfGLQx6qJKX6efjzxA, xuobtcPqSGuD7uwjUFZzMQ, g5apmYsrTuGLWnaVZyD4ng
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:47:50 UTC | Status: CLOSED

💬 Conversation: KBTilNTzTB28zYGOoz1XWA

Messages 2
Customers 1
Duration 2025-09-16 22:47:30 UTC to 2025-09-16 22:47:52 UTC
Message Types CHAT_MESSAGE: 2
Customer (uYpQDua6...) | 2025-09-16 22:47:30 UTC | halocollar.com
I'm having trouble finding instructions on how the collar works. I dont understand all the functions on the app.
System/AI | 2025-09-16 22:47:52 UTC | halocollar.com
To get started with your Halo Collar and its app, check out the Halo App's built-in training modules. Just open the app, tap the 'Learn' tab, and start with Lesson 1 to explore the collar's features. For more details on specific functions, you can visit the in-app help section or the Halo Support Page online. These resources offer step-by-step guides and videos to help you make the most of the app. If you have any more questions, feel free to ask!

💬 Conversation: F7mkmL6NSCmCTGfXjCuUsw

Messages 6
Customers 1
Duration 2025-09-16 22:48:02 UTC to 2025-09-16 22:52:55 UTC
Message Types CHAT_MESSAGE: 6
Customer (BKhF8ZYk...) | 2025-09-16 22:48:02 UTC | halocollar.com
Where is my collar?
System/AI | 2025-09-16 22:48:26 UTC | halocollar.com
Hi there! You can easily track your Halo Collar order online. Just visit the Order Status Page and enter your order number along with your purchase email or shipping ZIP code. Once your order is shipped, you'll find the tracking information there. If you have any more questions or need further assistance, feel free to reach out to our support team. We're here to help!
Customer (BKhF8ZYk...) | 2025-09-16 22:49:40 UTC | halocollar.com
It’s a warranty order
System/AI | 2025-09-16 22:50:09 UTC | halocollar.com
Thanks for clarifying! For warranty replacement orders, you'll receive your replacement within 3–5 business days after it ships. You can track your order status using the Order Status Dashboard with your order number and email. Please confirm your shipping address from the email we sent you. If you haven't received a confirmation, check your spam or junk folder. For more help, feel free to contact our customer support.
Customer (BKhF8ZYk...) | 2025-09-16 22:52:12 UTC | halocollar.com
I have already confirmed that. It still hasn’t sent
System/AI | 2025-09-16 22:52:55 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: IZ8AculYQRyHg4cp1OSlFQ

Messages 3
Customers 1
Duration 2025-09-16 22:48:40 UTC to 2025-09-16 22:49:55 UTC
Message Types CHAT_MESSAGE: 2, TOPIC_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:48:40 UTC | halocollar.com
Hi Franco, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about Missing rivets. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
Agent (ne4kLbEh...) | 2025-09-16 22:49:32 UTC | halocollar.com
Hello Franco, My name is Chance, from the Halo Chat. I’m sorry we missed you yesterday. It looks like we had trouble connecting to the chat. We were looking forward to helping you and your pup with those missing rivets! If hopping back into the Dog Park isn’t convenient, not to worry. Our phone support team is available and ready to assist you. To join the Dog Park through the Halo App, just follow these quick steps: Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Phone support (+1 (214) 238-9788) available hours: 9:00 AM - 5:00 PM EST (Monday-Friday) 10:00 AM - 4:00 PM EST (Saturday & Sunday) We know how important it is to keep your pup safe and happy, and we’re here to help every step of the way.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:49:55 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, -LmskJFZShWlO0nMJuMqlA

💬 Conversation: 8DdoigAPTDOp9KGDQzF3OQ

Messages 4
Customers 1
Duration 2025-09-16 22:49:30 UTC to 2025-09-16 22:59:53 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:49:30 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:49:39 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Collar not charging Troubleshooting & Actions Taken: Call dropped and zoom froze up Sending email Resources Used (provide details): (KB articles, Slack posts, internal docs.): n/a Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:59:53 UTC | Status: CLOSED

💬 Conversation: i9TQd6WQSquuqPVmBdreyQ

Messages 4
Customers 1
Duration 2025-09-16 22:50:31 UTC to 2025-09-16 22:53:53 UTC
Message Types CHAT_MESSAGE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:50:31 UTC | halocollar.com
Hi Brooke, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about deactivated collar. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:53:51 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:53:53 UTC | Status: CLOSED

💬 Conversation: E1LA0uJqRo2jwiiZK3R6eg

Messages 2
Customers 1
Duration 2025-09-16 22:50:33 UTC to 2025-09-16 22:51:02 UTC
Message Types CHAT_MESSAGE: 2
Customer (pAwtxyYB...) | 2025-09-16 22:50:33 UTC | halocollar.com
One of my three collars stopped working
System/AI | 2025-09-16 22:51:02 UTC | halocollar.com
I'm sorry to hear about the issue with your collar. Let's try to get it sorted out! Please follow these steps: Plug the collar into the charger and hold the power button for 15 seconds, then release. Remove it from the charger and let the battery fully discharge. Allow the collar to rest powered off for at least 5 hours. Fully charge the collar uninterrupted to 100%. If the collar still doesn't work after these steps, please contact our support team for further assistance.

💬 Conversation: 4_vdYA0pQfmbWPXzBF29_A

Messages 4
Customers 1
Duration 2025-09-16 22:50:34 UTC to 2025-09-16 22:51:08 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:50:34 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 22:51:07 UTC
First and Last Name: Ebbi Young Email: jameseejasperssissy@icloud.com Other contact info if possible:+17655358614 Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:51:08 UTC | Status: CLOSED

💬 Conversation: 6E9gut0qRIKrLB12L-Kl_w

Messages 3
Customers 1
Duration 2025-09-16 22:53:21 UTC to 2025-09-16 22:53:50 UTC
Message Types CHAT_MESSAGE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (B63iEj1y...) | 2025-09-16 22:53:21 UTC | halocollar.com
Hi there! To prevent your pet from receiving feedback while in the car, you can use the Zone Beacon and select ‘Ignore Fences Mode.’ We recommend attaching the beacon to your car’s keychain or placing it in a cup holder to ensure your dog does not receive prevention feedback during travel. Alternatively, you can simply turn off the ‘Fences Feedback’ option in the app.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:53:48 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, knxFA9d_QvCvKSD3FB0LTQ
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:53:50 UTC | Status: CLOSED

💬 Conversation: _Rdua7unRiWq6D_F19CTRA

Messages 3
Customers 1
Duration 2025-09-16 22:53:47 UTC to 2025-09-16 22:57:01 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:53:47 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 22:57:01 UTC | Status: CLOSED

💬 Conversation: cMn8swAeShiN6aMBdREuLg

Messages 4
Customers 1
Duration 2025-09-16 22:54:20 UTC to 2025-09-16 22:57:10 UTC
Message Types CHAT_MESSAGE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (ne4kLbEh...) | 2025-09-16 22:54:20 UTC | halocollar.com
Hi Rachel, thank you for waiting! My name is Chance. I see you were chatting with our virtual assistant about batter concerns. I’ll take it from here and make sure we get this sorted out for you. Can you please confirm the first and last name, as well as the email address associated with your account, before we continue?
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:57:08 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 22:57:10 UTC | Status: CLOSED

💬 Conversation: SnFtSKQhRN-aeAt9BSIH2Q

Messages 4
Customers 1
Duration 2025-09-16 22:55:05 UTC to 2025-09-16 22:57:02 UTC
Message Types CHAT_MESSAGE: 4
Customer (RJ_tOjkg...) | 2025-09-16 22:55:05 UTC | halocollar.com
I need it new strap
System/AI | 2025-09-16 22:55:24 UTC | halocollar.com
Hi there! It sounds like you need a new strap for your Halo Collar. Let me get the information you need to help with that.
Customer (RJ_tOjkg...) | 2025-09-16 22:56:40 UTC | halocollar.com
OK
System/AI | 2025-09-16 22:57:02 UTC | halocollar.com
You can easily get a new strap for your Halo Collar from our Accessories page on the Halo website. Just make sure to choose the right strap for your collar model. If you have any more questions or need help, just let me know!

💬 Conversation: 04xAabbJQt-lpztoylzd0Q

Messages 4
Customers 1
Duration 2025-09-16 22:56:25 UTC to 2025-09-16 22:57:25 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 22:56:25 UTC
Live Team Notes Serial Numbers: 24h3361061rt FW: v.01.23.04 Issue/ Need: How to charge the collar she just got it Troubleshooting & Actions Taken: Explained to look for rhe magnetic adaptor Explained how to connect them to the collar and the block Her cable for the iPhone is a USB regular cable so the block does not work but she thinks she has another one Sent the latest update too Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:57:23 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PT5SzfGLQx6qJKX6efjzxA
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 22:57:25 UTC | Status: CLOSED

💬 Conversation: r02KkvapRLa-1CA1ysMRUw

Messages 5
Customers 1
Duration 2025-09-16 22:56:47 UTC to 2025-09-16 22:59:19 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:56:47 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:56:56 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 22:57:04 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 22:59:19 UTC | Status: CLOSED

💬 Conversation: ucRpOylAQLKMbgcPENrPvQ

Messages 3
Customers 1
Duration 2025-09-16 22:57:27 UTC to 2025-09-16 22:58:11 UTC
Message Types CHAT_MESSAGE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Agent (B63iEj1y...) | 2025-09-16 22:57:27 UTC | halocollar.com
Hi there! There’s an even better way to establish boundaries both inside and outside your property. Our Zone Beacon includes a feature called Keep Away Mode, which applies prevention feedback when your pet enters the beacon’s radius, helping them understand to ‘keep away’ from that area. Using the Halo App, you can fully customize the type of prevention feedback your pet receives, as well as adjust the size of the beacon’s radius to fit your needs.
TOPIC CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:58:09 UTC
Added: mBJH5lIYT8e2_OFrmpcDwA, E4J13GBrQGCUEzqHyCu0GA
STATUS CHANGE | Agent (B63iEj1y...) | 2025-09-16 22:58:11 UTC | Status: CLOSED

💬 Conversation: LdJ1hzsYQ1GaTztm7tmQCg

Messages 1
Customers 1
Duration 2025-09-16 22:57:55 UTC to 2025-09-16 22:57:55 UTC
Message Types EMAIL: 1

💬 Conversation: EVkWK3nhSOa1bWHTVDH9VA

Messages 6
Customers 1
Duration 2025-09-16 22:58:49 UTC to 2025-09-16 23:29:11 UTC
Message Types TOPIC_CHANGE: 3, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 22:58:49 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:02:31 UTC
Added: ZKYz4UsHRG6__sFoccYiEA
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:25:10 UTC
Added: PT5SzfGLQx6qJKX6efjzxA, g5apmYsrTuGLWnaVZyD4ng, 5Un9be0zTZuBv-jOVRPCCw
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 23:29:09 UTC
Serial Numbers: 25h4142323rt FW: 03.00.05 Issue/ Need: Cx stated, "Collar feedback seems very delayed." Cx is currently in the middle of training. Troubleshooting & Actions Taken: Hand-tested fence → feedback still inconsistent Performed 15-sec reset Hand-tested again → still inconsistent Identified fence needed adjustment Walked cx through adjusting the fence as needed Feedback improved, no longer as inconsistent Educated cx about GPS drift (7–20 ft) Resources Used: AP T1 Next Steps: Follow up with General- Getting Started macro
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:29:11 UTC | Status: CLOSED

💬 Conversation: FCSPC3IPSFW1hrMEKi-oEQ

Messages 6
Customers 1
Duration 2025-09-16 22:58:51 UTC to 2025-09-16 23:10:05 UTC
Message Types CHAT_MESSAGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (gmK6HvoH...) | 2025-09-16 22:58:51 UTC | halocollar.com
My collar won’t charge
System/AI | 2025-09-16 22:59:46 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 23:08:47 UTC
Live Team Notes Serial Numbers: 24h3153556rt FW: v.02.08.11 Issue/ Need: Dead Unit Troubleshooting & Actions Taken: Test Charger & Cable CX received new charging unit from us Check Power Source Inspect Charging Port 15-sec reset Completed that yesterday and unit is 100% dead Warranty ID: AW-20250916-46224 (extended warranty since CX did reach out via chat but didn't get the help needed) Completed Address verification on the phone Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:10:04 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, f5K70j-7T1qdE8RdQP8GZg
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:10:05 UTC | Status: CLOSED

💬 Conversation: 4RzE7zSzQMeoMMlw-HiMjQ

Messages 4
Customers 1
Duration 2025-09-16 22:58:53 UTC to 2025-09-16 22:59:22 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 22:58:53 UTC
Live Team Notes Serial Numbers: 24h3123092rt FW: v.03.00.05 Issue/ Need: Customer reported collar is not charging. Customer did not have the collar available during the call. Advised customer to call back when the collar is accessible. Plan to walk through troubleshooting steps on follow-up call. Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 22:59:22 UTC
Added: 76jKdDJqQKG1X52gm4kjGg, 5PPl2RS4TSeSg5z-6z7TAQ, SMYZ9ncRSIyKFeGsLX1pew
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 22:59:22 UTC | Status: CLOSED

💬 Conversation: JJ_s7YI1RwCD_wxG7Z76vA

Messages 1
Customers 1
Duration 2025-09-16 22:59:35 UTC to 2025-09-16 22:59:35 UTC
Message Types EMAIL: 1

💬 Conversation: iXAYs8edTJWZjRAtisk-tg

Messages 3
Customers 1
Duration 2025-09-16 23:01:37 UTC to 2025-09-16 23:43:52 UTC
Message Types CONVERSATION_NOTE: 2, TOPIC_CHANGE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 23:01:37 UTC
Live Team Notes Serial Numbers: 25h4112310rt FW: v.02.08.11 Issue/ Need: cx advised that Simba's collar will not charge Troubleshooting & Actions Taken: Cx advised that the charging port is clean Cx has multiple collars and was able to confirm that the charger is working Cx wiped the charging port with alcohol Had cx connect the collar to the charger for 5 mins and perform a hard reset Collar still unresponsive Escalating to CET Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 Troubleshooting Guide SOP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 23:43:45 UTC
Collar Evaluation Notes: Issue Details Collar with Issue's SN: 25h4112310rt Issue Type: (GPS / LTE / Wi-Fi / Bluetooth / App / Other): Dead Unit Date & Time of Occurrence: cx stated 2 weeks Is the Issue Reproducible? (Yes/No – If Yes, include steps): Yes, collar will not charge after troubleshooting Additional notes about the issue: Troubleshooting Summary Tier 1 TSing [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] Steps Completed:(Y/N) & Outcome of Troubleshooting: Collar is still unresponsive Required Attachments (Check if Included) Screen Recording with narration: (No) Screenshots: (No) System Logs (Bluetooth, Wi-Fi, Cellular): (No) App Logs (App issues): (No)
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 23:43:52 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, jwlJ3FbQTW2nPlHkhIkBIA

💬 Conversation: 9LEpMrdSReWUoKaKfWfD_g

Messages 10
Customers 1
Duration 2025-09-16 23:01:47 UTC to 2025-09-16 23:23:57 UTC
Message Types EMAIL: 3, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 3, CONVERSATION_STATUS_CHANGE: 3
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:03:09 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 23:03:09 UTC
First and Last Name: Dan Woodruff Email: danielbdbw@tds.net Other contact info if possible: +16076931241 Sidekick Handoff (Y*N) N If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:03:18 UTC | Status: CLOSED
STATUS CHANGE | Customer (shFpHYG8...) | 2025-09-16 23:03:20 UTC | Status: OPEN
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 23:23:26 UTC
Live Team Notes Serial Numbers: 25h4070834rt FW: v.03.00.05 Issue/ Need: cx advised that the address was spelled incorrectly on his order for a replacement strap Troubleshooting & Actions Taken: Confirmed correct address and submitted new order Order #1660550 Resources Used (provide details): (KB articles, Slack posts, internal docs.): DP RMA Training Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 23:23:48 UTC
Accessory Order Number- 1660550
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 23:23:57 UTC | Status: CLOSED

💬 Conversation: _YsgS0oKS76GAd6c31Scxw

Messages 2
Customers 1
Duration 2025-09-16 23:03:06 UTC to 2025-09-16 23:03:30 UTC
Message Types CHAT_MESSAGE: 2
Customer (r1o54-ou...) | 2025-09-16 23:03:06 UTC | halocollar.com
No feedback being given. Constantly searching for signal but I have cell service and wifi
System/AI | 2025-09-16 23:03:30 UTC | halocollar.com
Hi there! It sounds like your Halo Collar is having trouble connecting. Please make sure your collar is connected to a 2.4 GHz Wi-Fi network, as it can't connect to 5 GHz-only or hidden networks. You can check the Wi-Fi diagnostics in the app by going to Settings > My Collars > Diagnostics > Wi-Fi module. If the feedback isn't working, ensure the collar's firmware is updated and check the feedback settings in the app. You can adjust feedback types and intensity under My Map > Feedback Settings, and make sure the contact tips are clean and properly attached. For further help, try restarting your router and toggling your phone's Bluetooth and Wi-Fi settings. Let me know if you need more assistance!

💬 Conversation: DeLdFRlLREus0NrHLDQaXA

Messages 2
Customers 1
Duration 2025-09-16 23:03:14 UTC to 2025-09-16 23:03:56 UTC
Message Types CHAT_MESSAGE: 2
Customer (sywneh_r...) | 2025-09-16 23:03:14 UTC | halocollar.com
Can a dog wear the collar in the car?
System/AI | 2025-09-16 23:03:56 UTC | halocollar.com
Absolutely! A dog can wear the Halo Collar in the car. It's designed to be durable and withstand normal activities, including travel. Just make sure it's properly fitted and keep an eye on your dog to ensure they're comfortable during the ride.

💬 Conversation: j1FFZ8IyTkqqFM05jiQEPg

Messages 2
Customers 1
Duration 2025-09-16 23:03:23 UTC to 2025-09-16 23:03:49 UTC
Message Types CHAT_MESSAGE: 2
Customer (bhrzIM8M...) | 2025-09-16 23:03:23 UTC | halocollar.com
I need something so that my dog can go further from the house without me following her
System/AI | 2025-09-16 23:03:49 UTC | halocollar.com
Hi there! The Halo Collar, along with the Halo Fence feature, is perfect for letting your dog explore freely within a designated area without you having to follow. You can easily create customizable virtual fences around your property using the Halo App, ensuring your dog stays safe within the boundaries. These fences can cover a wide range, up to 1,200 square miles, and provide feedback to your dog if they try to cross the boundary, using sounds, vibrations, or static pulses. For more details, feel free to check out our support page.

💬 Conversation: n6GsjLPpRl-nlssDPIrTqg

Messages 1
Customers 1
Duration 2025-09-16 23:03:23 UTC to 2025-09-16 23:03:23 UTC
Message Types EMAIL: 1

💬 Conversation: FiNlQ9yURoyBWfSI_D8sLA

Messages 5
Customers 1
Duration 2025-09-16 23:03:29 UTC to 2025-09-16 23:04:40 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:03:29 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:03:43 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:03:49 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:04:40 UTC | Status: CLOSED

💬 Conversation: eXbkiRY2RZuayoDRGH09ow

Messages 4
Customers 1
Duration 2025-09-16 23:03:31 UTC to 2025-09-16 23:03:55 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (CCEwld9i...) | 2025-09-16 23:03:31 UTC
Live Team Notes Serial Numbers: 24h4491112rt FW: v.03.00.05 Issue/ Need: Customer called in regarding a dead unit collar. Went through troubleshooting steps in support article [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.pl2k7lex9kzl]; issue not resolved. Submitted a warranty request on her behalf. Ensured customer confirmed her email address; confirmation was successful. Advised that the replacement collar will arrive within 3–5 business days. Troubleshooting & Actions Taken: Tier one Resources Used (provide details): (KB articles, Slack posts, internal docs.):Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CCEwld9i...) | 2025-09-16 23:03:55 UTC
Added: f5K70j-7T1qdE8RdQP8GZg, 76jKdDJqQKG1X52gm4kjGg, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (CCEwld9i...) | 2025-09-16 23:03:55 UTC | Status: CLOSED

💬 Conversation: _DIgvRbqTcWKAUZ0gTcS7w

Messages 5
Customers 1
Duration 2025-09-16 23:05:15 UTC to 2025-09-16 23:07:07 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:05:15 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:05:20 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:05:28 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:07:07 UTC | Status: CLOSED

💬 Conversation: lrBu1MXfSD-56HtTpG4svg

Messages 15
Customers 1
Duration 2025-09-16 23:05:36 UTC to 2025-09-16 23:48:01 UTC
Message Types TOPIC_CHANGE: 3, CONVERSATION_NOTE: 3, EMAIL: 4, CONVERSATION_STATUS_CHANGE: 5
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:05:36 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:05:41 UTC
Added: knxFA9d_QvCvKSD3FB0LTQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 23:05:52 UTC
Live Team Notes Serial Numbers: 25h4321668rt - Koda FW: v.03.00.05 Applied: 03.01.02 Issue/ Need: Customer called in due to dog receiving emergency feedback during his walk, He is using the zone beacon attached to the dog’s leash during walks to avoid fence feedback. Troubleshooting & Actions Taken: Explained that the zone beacon is a Bluetooth device designed to stay in one location to allow safe fence passage Advised that Bluetooth interference is likely causing emergency feedback because the system is reading the dog as being outside the fence line when interference occurs Clarified that with interference, the system will register the dog as outside the boundary, triggering feedback Discussed the walk feature and confirmed it must be enabled while actively walking with the dog; without motion, the system will not register the walk as it is pinging your phone. Resources Used (provide details): (KB articles, Slack posts, internal docs.): N/A
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:10:22 UTC | Status: CLOSED
STATUS CHANGE | Customer (NTy2cx2R...) | 2025-09-16 23:14:07 UTC | Status: OPEN
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 23:36:19 UTC
First and Last Name: Jim Crawford Email: craw2382@gmail.com Other contact info if possible: Sidekick Handoff (N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 23:36:22 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 23:36:36 UTC | Status: CLOSED
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:47:50 UTC | Status: OPEN
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 23:47:52 UTC
Live Team Notes Serial Numbers: 25h4321668rt - Koda FW: v.03.00.05 Issue/ Need: The customer called back in due to my email follow-up Troubleshooting & Actions Taken: I advised the customer to keep the zone beacon stationary However, in our article, it does state you can use the Zone beacon to take the dog on the walk without fear of feedback The customer asked which one is correct I advised him that both can be true at the same time Since the zone beacon is a BT device, interference could be occurring in those specific areas As well as, based on the article, he should be able to use the beacon and attach it to the leash to go through the fence line Resources Used (provide details): (KB articles, Slack posts, internal docs.): Beacon Functions: Keep Away vs. Ignore Fences [https://support.halocollar.com/hc/en-us/search/click?data=BAh7DjoHaWRsKwiXSn4wBAQ6D2FjY291bnRfaWRpA5xBkzoJdHlwZUkiDGFydGljbGUGOgZFVDoIdXJsSSJvaHR0cHM6Ly9zdXBwb3J0LmhhbG9jb2xsYXIuY29tL2hjL2VuLXVzL2FydGljbGVzLzQ0MTYwMzk5NjMyODctQmVhY29uLUZ1bmN0aW9ucy1LZWVwLUF3YXktdnMtSWdub3JlLUZlbmNlcwY7CFQ6DnNlYXJjaF9pZEkiKTc1MzNmNDYyLWQ4ZjEtNGNkNy1iMzMyLWY0NTMyN2U2ZTY0MgY7CEY6CXJhbmtpBjoLbG9jYWxlSSIKZW4tdXMGOwhUOgpxdWVyeUkiEmlnbm9yZSBmZW5jZXMGOwhUOhJyZXN1bHRzX2NvdW50aUw%3D--bef4203f185551aa40e406bb88fd221809148e01] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:48:01 UTC | Status: CLOSED

💬 Conversation: oBPgs9UbSM2tO4tOjoAuTA

Messages 5
Customers 1
Duration 2025-09-16 23:07:19 UTC to 2025-09-16 23:07:42 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:07:19 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:07:30 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:07:37 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:07:42 UTC | Status: CLOSED

💬 Conversation: 7fB3AnueTjK96cWOPznllA

Messages 4
Customers 1
Duration 2025-09-16 23:08:28 UTC to 2025-09-16 23:09:03 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:08:28 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:08:43 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:09:03 UTC | Status: CLOSED

💬 Conversation: 9OD8E_-FRsKXK_1txq0mYA

Messages 5
Customers 1
Duration 2025-09-16 23:09:12 UTC to 2025-09-16 23:09:41 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:09:12 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:09:18 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:09:29 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:09:41 UTC | Status: CLOSED

💬 Conversation: A3f3H3jtT8-TyAM35iJmig

Messages 5
Customers 1
Duration 2025-09-16 23:09:54 UTC to 2025-09-16 23:10:23 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:09:54 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:10:05 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:10:10 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:10:23 UTC | Status: CLOSED

💬 Conversation: N2F_zsE2Q4qjZeJFrwqtUw

Messages 5
Customers 1
Duration 2025-09-16 23:11:19 UTC to 2025-09-16 23:14:22 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:11:19 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:11:24 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:11:33 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:14:22 UTC | Status: CLOSED

💬 Conversation: gPvRget5SJehgbZsWF8RxA

Messages 4
Customers 1
Duration 2025-09-16 23:11:40 UTC to 2025-09-16 23:12:03 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:11:40 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, oa5e98htSpOozRqx9wftLg
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 23:11:42 UTC
Live Team Notes Serial Numbers: 25h4191464rt and 25h4084114rt FW: v.03.00.05 Issue/ Need: Cx us calling to to confirm shipping address for both of her collars Troubleshooting & Actions Taken: Resent link via admin portal Informed 3-5 business days Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Resent link via admin portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:12:03 UTC | Status: CLOSED

💬 Conversation: 9BiOHuffR56s4Gr89hN6Zg

Messages 4
Customers 1
Duration 2025-09-16 23:14:38 UTC to 2025-09-16 23:16:33 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (vi_2Fjmb...) | 2025-09-16 23:14:38 UTC
Live Team Notes Serial Numbers: 23h3360243rt (added to the account Jun 15, 2024 3:13 PM) FW: v. 03.00.05 Applied Issue/ Need: Got a message that the was something wrong with the collar and to not to put I back on her and contact us She was having issues charging it for a long time Troubleshooting & Actions Taken: Already had to get a replacement collar Advised the collar would need to be replaced and is OOW so their best option is to upgrade the collar with HCP for $174 or use HPP to get it for $424. The collar did not have purchase details information and it was not coming up in the spreadsheet According to AP she got this collar per Warranty ID 659942 so I added it as order # Since she was complaining about the $20 shipping cost and being this was unexpected I issued a $25 GC Advised to remove the old collar so she can add the new one when received Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 23:16:31 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, j8NwW1I9TISUalRz8HLmTg, 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (vi_2Fjmb...) | 2025-09-16 23:16:33 UTC | Status: CLOSED

💬 Conversation: drzIEwgZQrOEfhK6zkrs2A

Messages 5
Customers 1
Duration 2025-09-16 23:14:42 UTC to 2025-09-16 23:15:45 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:14:42 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:14:55 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:14:59 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:15:45 UTC | Status: CLOSED

💬 Conversation: f0jdfHw0Rwq6S6V0BfdroA

Messages 4
Customers 1
Duration 2025-09-16 23:14:43 UTC to 2025-09-16 23:16:23 UTC
Message Types CHAT_MESSAGE: 4
Customer (HLc6ka7q...) | 2025-09-16 23:14:43 UTC | halocollar.com
Does the pro case for halo 4 fit more snug then what the collar comes with? My small dog the collar is slipping and moving at the smallest setting
System/AI | 2025-09-16 23:15:13 UTC | halocollar.com
The Halo 4 Pro Case might provide a snugger fit than the standard collar case, which can help prevent slipping on smaller dogs. Make sure the collar is positioned correctly around the middle of your dog's neck, with the power button aligned with the ear and the contact tips avoiding the throat. Tighten the strap so that two fingers can fit between the strap and the neck, ensuring it's snug but comfortable. If the collar still slips, consider using the Perfect Fit Kit for adjustments or trimming any excess strap length for a better fit.
Customer (HLc6ka7q...) | 2025-09-16 23:15:58 UTC | halocollar.com
What is the perfect fit kit?
System/AI | 2025-09-16 23:16:23 UTC | halocollar.com
The Perfect Fit Kit is a handy tool to help you adjust the Halo Collar strap for a perfect fit. It lets you trim any extra strap length and secure it with an end cap and clamp included in the kit. This ensures the collar fits snugly against your dog's neck, enhancing comfort and effectiveness. It's particularly useful if there's more than 2–3 inches of excess strap after fitting the collar. For best results, check out the instructional video that comes with the kit.

💬 Conversation: QXIyJjyISFK5XnIwGGXtHg

Messages 4
Customers 1
Duration 2025-09-16 23:16:15 UTC to 2025-09-16 23:17:01 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:16:15 UTC | Status: OPEN
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:16:46 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:17:01 UTC | Status: CLOSED

💬 Conversation: Cx1DML2dQtmZKfQE5ajyNQ

Messages 2
Customers 1
Duration 2025-09-16 23:16:23 UTC to 2025-09-16 23:16:54 UTC
Message Types CHAT_MESSAGE: 2
Customer (PLluQXAO...) | 2025-09-16 23:16:23 UTC | halocollar.com
My location says I’m somewhere else than my dog and he’s laying next to me
System/AI | 2025-09-16 23:16:54 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: uQCRcW_mSg6kGp_sRJirtQ

Messages 5
Customers 1
Duration 2025-09-16 23:17:12 UTC to 2025-09-16 23:19:11 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:17:12 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:17:20 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:17:25 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:19:11 UTC | Status: CLOSED

💬 Conversation: jVDw0UIyRmmu3LPOau295Q

Messages 4
Customers 1
Duration 2025-09-16 23:20:24 UTC to 2025-09-16 23:20:34 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:20:24 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:20:32 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:20:34 UTC | Status: CLOSED

💬 Conversation: a44fWe7TQMWd8hi_GOYUhA

Messages 5
Customers 1
Duration 2025-09-16 23:21:07 UTC to 2025-09-16 23:22:46 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:21:07 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:21:12 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:21:20 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:22:46 UTC | Status: CLOSED

💬 Conversation: Da2GRC-JRQeXgDxBIboZnw

Messages 5
Customers 1
Duration 2025-09-16 23:23:02 UTC to 2025-09-16 23:23:28 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:23:02 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:23:07 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:23:16 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:23:28 UTC | Status: CLOSED

💬 Conversation: yEtoy7LLRXqtrrvceK8JQA

Messages 2
Customers 1
Duration 2025-09-16 23:23:12 UTC to 2025-09-16 23:23:49 UTC
Message Types CHAT_MESSAGE: 2
Customer (Tj5Ulliu...) | 2025-09-16 23:23:12 UTC | halocollar.com
My dog collards needs to be replaced
System/AI | 2025-09-16 23:23:49 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: qoiHTdW4TTiqLbGvmqOXVA

Messages 4
Customers 1
Duration 2025-09-16 23:23:42 UTC to 2025-09-16 23:24:00 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:23:42 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:23:47 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:24:00 UTC | Status: CLOSED

💬 Conversation: P66Ug6jJR4G0b16J1sIhIQ

Messages 2
Customers 1
Duration 2025-09-16 23:24:04 UTC to 2025-09-16 23:24:37 UTC
Message Types CHAT_MESSAGE: 2
Customer (wB7W3fmR...) | 2025-09-16 23:24:04 UTC | halocollar.com
My static feature does not work. Sometimes when I select test collar, it works but even then most of the time it does not. I’ve changed many of the settings over the past couple weeks and it does not work.
System/AI | 2025-09-16 23:24:37 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 1DGcX-avRyWTEMvKQIHQ1A

Messages 2
Customers 1
Duration 2025-09-16 23:24:11 UTC to 2025-09-16 23:24:17 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (37v57Mh0...) | 2025-09-16 23:24:11 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, -LmskJFZShWlO0nMJuMqlA
STATUS CHANGE | Agent (37v57Mh0...) | 2025-09-16 23:24:17 UTC | Status: CLOSED

💬 Conversation: n05RTmgfQGe5lnEjLxwpvg

Messages 5
Customers 1
Duration 2025-09-16 23:24:51 UTC to 2025-09-16 23:38:44 UTC
Message Types CHAT_MESSAGE: 2, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (07Drj3VI...) | 2025-09-16 23:24:51 UTC | halocollar.com
How do I connect my color to two different phones via Bluetooth?
System/AI | 2025-09-16 23:25:23 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:38:41 UTC
Added: UNYy8zJMRzuqZ0-CQlyc1Q
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:38:44 UTC | Status: CLOSED

💬 Conversation: Q5ATkzAsSCG8RLA-221F2w

Messages 4
Customers 1
Duration 2025-09-16 23:24:53 UTC to 2025-09-16 23:25:44 UTC
Message Types CHAT_MESSAGE: 4
Customer (KipJkstA...) | 2025-09-16 23:24:53 UTC | halocollar.com
Hello
System/AI | 2025-09-16 23:25:07 UTC | halocollar.com
Hello AshLee! How can I assist you with your Halo Collar today? 😊
Customer (KipJkstA...) | 2025-09-16 23:25:20 UTC | halocollar.com
We are new to halo and are having some trouble with our fence GPS
System/AI | 2025-09-16 23:25:44 UTC | halocollar.com
Hi there! It sounds like you're having some trouble with the GPS fence on your Halo Collar. To get the best GPS performance, try taking the collar outside to an open area and keep it still until the GPS light blinks green (Halo 4) or blue (Halo 3 or older). If the signal is still low, check for any obstructions like trees or buildings, and make sure the collar fits properly. For more tips, you can check the diagnostics in the app and ensure your firmware is up to date. If you need more help, just let us know!

💬 Conversation: XIi0acTASjWDyjhndQi-4Q

Messages 4
Customers 1
Duration 2025-09-16 23:26:22 UTC to 2025-09-16 23:26:44 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:26:22 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:26:31 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:26:44 UTC | Status: CLOSED

💬 Conversation: U4cvZYWJQKmRz4WUuJskJQ

Messages 6
Customers 1
Duration 2025-09-16 23:27:00 UTC to 2025-09-16 23:30:00 UTC
Message Types CHAT_MESSAGE: 6
Customer (q_QJdWeB...) | 2025-09-16 23:27:00 UTC | halocollar.com
how to locate collar
System/AI | 2025-09-16 23:27:22 UTC | halocollar.com
To find your Halo Collar, just open the Halo App on your phone and make sure Bluetooth is turned on. The app will automatically connect to the collar. For live tracking, the collar uses GPS and LTE if Wi-Fi isn't available. Ensure your Halo Membership is active to use LTE, so you can track your dog's location even when you're away from home. If you have any more questions, feel free to ask!
Customer (q_QJdWeB...) | 2025-09-16 23:27:36 UTC | halocollar.com
it is lost
System/AI | 2025-09-16 23:28:08 UTC | halocollar.com
If your Halo Collar is lost, don't worry! The app's tracking feature can help you find it. Make sure the collar is charged, then use the GPS tracking function through LTE. You can see its last known location in the Halo App under "My Map." If you're still having trouble, feel free to reach out to our live support for more help.
Customer (q_QJdWeB...) | 2025-09-16 23:29:31 UTC | halocollar.com
it's not accurate standing in that location
System/AI | 2025-09-16 23:30:00 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 17gQqovJRoq4MrG1WHPjFQ

Messages 5
Customers 1
Duration 2025-09-16 23:27:03 UTC to 2025-09-16 23:27:29 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:27:03 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:27:09 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:27:14 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:27:29 UTC | Status: CLOSED

💬 Conversation: ciLVX_1BSwONeXAcKBYB2w

Messages 4
Customers 1
Duration 2025-09-16 23:28:22 UTC to 2025-09-16 23:28:39 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:28:22 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:28:23 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:28:39 UTC | Status: CLOSED

💬 Conversation: rrrSeM7AQLuAhh9Gu4Yy2w

Messages 1
Customers 1
Duration 2025-09-16 23:28:25 UTC to 2025-09-16 23:28:25 UTC
Message Types EMAIL: 1

💬 Conversation: e9Sy9QURSvuiIS-CNem3oA

Messages 5
Customers 1
Duration 2025-09-16 23:28:50 UTC to 2025-09-16 23:29:23 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:28:50 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:28:57 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:29:07 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:29:23 UTC | Status: CLOSED

💬 Conversation: dNP8u5LGQFOWR1JRCHDneQ

Messages 5
Customers 1
Duration 2025-09-16 23:29:30 UTC to 2025-09-16 23:30:00 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:29:30 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:29:41 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:29:46 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:30:00 UTC | Status: CLOSED

💬 Conversation: 1J9HqC2HSueNgHcXUfdJ6A

Messages 3
Customers 1
Duration 2025-09-16 23:29:43 UTC to 2025-09-16 23:29:57 UTC
Message Types EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:29:56 UTC
Added: E_3WUdWpR2CLXta3n6vNgw, 5PPl2RS4TSeSg5z-6z7TAQ
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:29:57 UTC | Status: CLOSED

💬 Conversation: dszz_gMVQni3w07n-5U8-g

Messages 2
Customers 1
Duration 2025-09-16 23:30:08 UTC to 2025-09-16 23:30:49 UTC
Message Types CHAT_MESSAGE: 2
Customer (tuSude1k...) | 2025-09-16 23:30:08 UTC | halocollar.com
my collar isn't working properly
System/AI | 2025-09-16 23:30:49 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: vGNnxwaES-iozBfTgdu_Vw

Messages 4
Customers 1
Duration 2025-09-16 23:30:14 UTC to 2025-09-16 23:30:44 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:30:14 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:30:26 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:30:44 UTC | Status: CLOSED

💬 Conversation: 3VxTygRgRXCj0U2OJFytkg

Messages 7
Customers 1
Duration 2025-09-16 23:31:04 UTC to 2025-09-16 23:35:47 UTC
Message Types CONVERSATION_STATUS_CHANGE: 3, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:31:04 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:31:16 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:31:23 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:31:38 UTC | Status: CLOSED
STATUS CHANGE | Customer (ImwvzKwP...) | 2025-09-16 23:35:47 UTC | Status: OPEN

💬 Conversation: Fb8ZZOg3RamrRNkZx6oCQQ

Messages 4
Customers 1
Duration 2025-09-16 23:31:42 UTC to 2025-09-16 23:32:52 UTC
Message Types EMAIL: 1, CONVERSATION_NOTE: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 23:32:30 UTC
Live Team Notes Serial Numbers: N/A FW: N/A Issue/ Need: Return collar Troubleshooting & Actions Taken: Sent email with instructions on how to return Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP How to Return Your Halo Collar for a Refund [https://support.halocollar.com/hc/en-us/articles/4410952489623-How-to-Return-Your-Halo-Collar-for-a-Refund] Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:32:51 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:32:52 UTC | Status: CLOSED

💬 Conversation: JBiHlWXhQFiSsbX-kzij2w

Messages 5
Customers 1
Duration 2025-09-16 23:32:17 UTC to 2025-09-16 23:32:50 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:32:17 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:32:23 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:32:34 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:32:50 UTC | Status: CLOSED

💬 Conversation: 3qKMnAMCQBK_hhZ8iWewGA

Messages 4
Customers 1
Duration 2025-09-16 23:32:58 UTC to 2025-09-16 23:33:18 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:32:58 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:33:04 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:33:18 UTC | Status: CLOSED

💬 Conversation: n_dofNMERj2l5GsfHfKRPg

Messages 5
Customers 1
Duration 2025-09-16 23:33:28 UTC to 2025-09-16 23:33:57 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:33:28 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:33:34 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:33:39 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:33:57 UTC | Status: CLOSED

💬 Conversation: s1FS1NsyQgSV07RGOQlhhQ

Messages 2
Customers 1
Duration 2025-09-16 23:33:38 UTC to 2025-09-16 23:33:39 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:33:38 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, yuytZ0InRc2UDUrYWXc_JQ
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 23:33:39 UTC
Live Team Notes Serial Numbers:24h4443154rt FW:v.03.00.05 Issue/ Need: Cx checking status of replacement collar Troubleshooting & Actions Taken: Informed cx to allow 3-5 business days Sending link via email Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Order bot Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.

💬 Conversation: oLRqy4QITey9KpLCpdKE5Q

Messages 5
Customers 1
Duration 2025-09-16 23:34:11 UTC to 2025-09-16 23:34:39 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:34:11 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:34:20 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:34:24 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:34:39 UTC | Status: CLOSED

💬 Conversation: tCTBMPclRtCj-03YlW6Rpg

Messages 5
Customers 1
Duration 2025-09-16 23:34:54 UTC to 2025-09-16 23:35:27 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:34:54 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:35:00 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:35:05 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:35:27 UTC | Status: CLOSED

💬 Conversation: oI0T9DKeSyuh0Dlt9ay04A

Messages 4
Customers 1
Duration 2025-09-16 23:35:28 UTC to 2025-09-16 23:37:01 UTC
Message Types CHAT_MESSAGE: 4
Customer (ww8qHVVX...) | 2025-09-16 23:35:28 UTC | halocollar.com
I need help. I don’t think my feedback settings are correct. She keeps running through the fence and nothing happens
System/AI | 2025-09-16 23:35:53 UTC | halocollar.com
To adjust your feedback settings, open the Halo App and tap 'My Map.' Select your pet, swipe up on the Pet Card, and tap 'Feedback Settings.' Here, you can adjust the types and intensity of feedback for warning, boundary, and emergency levels. Ensure the collar's contact tips are properly attached for static feedback. If your dog isn't responding, test indoors at a low level and gradually increase until you see a reaction. For more detailed guidance, consider reviewing the Halo Training Program to ensure safe and effective use.
Customer (ww8qHVVX...) | 2025-09-16 23:36:47 UTC | halocollar.com
Can I talk to someone?
System/AI | 2025-09-16 23:37:01 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: hYlDkiByQbitAQmlj8GdyA

Messages 4
Customers 1
Duration 2025-09-16 23:35:40 UTC to 2025-09-16 23:36:06 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:35:40 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:35:46 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:36:06 UTC | Status: CLOSED

💬 Conversation: lMsEYnltQT22XJ8Ss_zPaA

Messages 2
Customers 1
Duration 2025-09-16 23:35:45 UTC to 2025-09-16 23:36:07 UTC
Message Types CHAT_MESSAGE: 2
Customer (nuWuNKMT...) | 2025-09-16 23:35:45 UTC | halocollar.com
How can I turn the collar off while we go to park but don’t want to take collar off?
System/AI | 2025-09-16 23:36:07 UTC | halocollar.com
The Halo Collar can't be completely turned off, but it will automatically enter Sleep Mode when it's not moving or in use. This helps conserve energy. For the best battery performance, we recommend charging the collar daily, even if it's not being used. Enjoy your time at the park knowing the collar is conserving energy in Sleep Mode when not active!

💬 Conversation: N1cOwHswRl6da72ph0mzAA

Messages 2
Customers 1
Duration 2025-09-16 23:36:10 UTC to 2025-09-16 23:36:53 UTC
Message Types CHAT_MESSAGE: 2
Customer (bCYM7e85...) | 2025-09-16 23:36:10 UTC | halocollar.com
Do you buy back used collars?
System/AI | 2025-09-16 23:36:53 UTC | halocollar.com
Hi there! We currently don't have a buy-back program for used collars. However, you can return a collar within 90 days of purchase from our website, as long as it meets our return policy requirements. For more details, check out our Return Policy page. If you have any more questions, feel free to reach out!

💬 Conversation: 6m8m-yCwQWiLXbzkYpfVQw

Messages 4
Customers 1
Duration 2025-09-16 23:36:22 UTC to 2025-09-16 23:37:35 UTC
Message Types TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:36:22 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:36:32 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:37:35 UTC | Status: CLOSED

💬 Conversation: maJdmQzNSnWzr85KFOvFYw

Messages 5
Customers 1
Duration 2025-09-16 23:37:48 UTC to 2025-09-16 23:38:17 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:37:48 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:37:55 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:38:03 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:38:17 UTC | Status: CLOSED

💬 Conversation: DGbZ7QC5SiinWg1Iy7pnMA

Messages 1
Customers 1
Duration 2025-09-16 23:38:00 UTC to 2025-09-16 23:38:00 UTC
Message Types EMAIL: 1

💬 Conversation: jMKK7kKER4mg0us9TqXxBQ

Messages 2
Customers 1
Duration 2025-09-16 23:38:17 UTC to 2025-09-16 23:38:43 UTC
Message Types CHAT_MESSAGE: 2
Customer (G4kAqHqP...) | 2025-09-16 23:38:17 UTC | halocollar.com
How to test collar
System/AI | 2025-09-16 23:38:43 UTC | halocollar.com
To test your Halo collar, make sure it's charged and connected to the Halo app. Check that the collar fits your dog snugly but comfortably, with the contact tips touching the skin. Then, pair the collar with the app via Bluetooth and confirm the GPS signal. Use the app to try out features like setting up a virtual fence and observing feedback when your dog nears the boundary. For more help, check the in-app training modules for detailed guidance on using and testing your Halo collar effectively.

💬 Conversation: UNNjdX1eT62iM0Fbl5zCuA

Messages 5
Customers 1
Duration 2025-09-16 23:38:25 UTC to 2025-09-16 23:38:57 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:38:25 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:38:33 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:38:39 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:38:57 UTC | Status: CLOSED

💬 Conversation: 0fFPA8QYSE-B2mvgBc76lw

Messages 1
Customers 1
Duration 2025-09-16 23:39:07 UTC to 2025-09-16 23:39:07 UTC
Message Types EMAIL: 1

💬 Conversation: _DVXtLB7SJC63AmxnPaNeA

Messages 6
Customers 1
Duration 2025-09-16 23:39:09 UTC to 2025-09-16 23:41:51 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 2, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:39:09 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:39:17 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:39:24 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:41:51 UTC | Status: CLOSED

💬 Conversation: lzHMC9HSQXWLwK5wzYJ3dA

Messages 4
Customers 1
Duration 2025-09-16 23:39:09 UTC to 2025-09-16 23:44:40 UTC
Message Types CHAT_MESSAGE: 4
Customer (16V0SQR6...) | 2025-09-16 23:39:09 UTC | halocollar.com
We are not getting notifications from the boys collars? I guess they could be being good, however I know of several instances where they were beyond the fence.
System/AI | 2025-09-16 23:39:39 UTC | halocollar.com
Hi there! It sounds like you're not getting notifications from your boys' collars. Let's try to fix that! First, make sure notifications are enabled for the Halo App on your phone. Also, check that Do Not Disturb or Airplane Mode is off, and that app permissions allow notifications. Ensure your app is updated to the latest version. If you're using Android, try disabling battery optimization for the Halo App to receive background notifications. For more detailed guidance, please refer to the Halo Support page.
Customer (16V0SQR6...) | 2025-09-16 23:44:15 UTC | halocollar.com
All of this is done
System/AI | 2025-09-16 23:44:40 UTC | halocollar.com
Great job on checking the notification settings! Next, let's make sure your Halo Collar firmware is up to date. You can do this through the Halo App by checking for updates under the collar settings. Also, try testing the collar's feedback manually to ensure it's working correctly. If the issue continues, you might want to reset the collar or reach out to Halo support for more help. For more detailed troubleshooting, please visit the Halo Support page.

💬 Conversation: DmLA8RFuR_29WDtEZk4V2g

Messages 5
Customers 1
Duration 2025-09-16 23:39:12 UTC to 2025-09-16 23:45:13 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 2, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:39:12 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, NCR2euIFTRyzoCpXePNHpw
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 23:39:13 UTC
Live Team Notes Serial Numbers: n/a FW: n/a Issue/ Need: Cx wants to know how if he can use different generation collars on same app Troubleshooting & Actions Taken: Informed cx that he can use any generation collar and that would be ok Sending cx link via email with halo care and collar information Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:45:13 UTC | Status: CLOSED

💬 Conversation: ZITofR3NRf-ftOKi_ulg4A

Messages 2
Customers 1
Duration 2025-09-16 23:39:24 UTC to 2025-09-16 23:39:46 UTC
Message Types CHAT_MESSAGE: 2
Customer (SF_x0iXh...) | 2025-09-16 23:39:24 UTC | halocollar.com
Are flags a worthwhile visual aid for fence boundaries that are meant to be permanent such as in a yard?
System/AI | 2025-09-16 23:39:46 UTC | halocollar.com
Hi there! Flags aren't needed for permanent fence boundaries in a yard when using the Halo Collar system. Halo Fences are virtual and work with the collar to keep your dog safe within a designated area, without physical markers like flags. For a permanent setup, make sure the virtual boundary is properly configured in the Halo App. The system uses GPS to maintain the boundary, providing feedback to your dog to stay within the safe zone.

💬 Conversation: yADYy1N0Q5SCzqoaVIV2qw

Messages 4
Customers 1
Duration 2025-09-16 23:40:09 UTC to 2025-09-16 23:41:30 UTC
Message Types CONVERSATION_NOTE: 1, EMAIL: 1, TOPIC_CHANGE: 1, CONVERSATION_STATUS_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 23:40:09 UTC
Live Team Notes Serial Numbers: 25h4283389rt FW: v.02.06.05 Issue/ Need: CX wanted to know is able to connect to two different Bluetooth Troubleshooting & Actions Taken: Explained to CX cant connect to two Bluetooth but does have LTE so can log into husbands phone using LTE and see where dog is at Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:41:29 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, PlOeudXYRhqGCLwE5ykYeQ
STATUS CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:41:30 UTC | Status: CLOSED

💬 Conversation: I3nWg7fRSNerQcosMaFmHA

Messages 9
Customers 1
Duration 2025-09-16 23:40:52 UTC to 2025-09-16 23:56:05 UTC
Message Types TOPIC_CHANGE: 3, PHONE_CALL: 2, EMAIL: 2, CONVERSATION_NOTE: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:40:52 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:42:38 UTC
Added: pSPIU158T0udHRqLgew-7Q
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 23:45:47 UTC
PHONE_CALL | Agent (vayOmd0I...) | 2025-09-16 23:51:34 UTC
AGENT NOTE | Agent (vayOmd0I...) | 2025-09-16 23:55:59 UTC
Serial Numbers: 25h4121432rt FW: 03.00.05 Issue/ Need: Cx stated, "My dog's collar is continuously buzzing and says there's a motion sensor error." Troubleshooting & Actions Taken: Called once, went straight to VM, left a message Called again, went straight to VM, left a message Resources Used: AP Next Steps: Follow up with General – Scheduled Call Follow Up – No Answer macro Included warranty link so cx can confirm their address: https://www.halocollar.com/warranty-access/?warrantyID=AW-20250915-45929 [https://www.halocollar.com/warranty-access/?warrantyID=AW-20250915-45929]
TOPIC CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:56:05 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
STATUS CHANGE | Agent (vayOmd0I...) | 2025-09-16 23:56:05 UTC | Status: CLOSED

💬 Conversation: hVKe5vU3Q_udPfDP1q_1fQ

Messages 1
Customers 1
Duration 2025-09-16 23:41:31 UTC to 2025-09-16 23:41:31 UTC
Message Types EMAIL: 1

💬 Conversation: MYSe6wccRk-Am6KDUeTyzA

Messages 5
Customers 1
Duration 2025-09-16 23:41:58 UTC to 2025-09-16 23:42:34 UTC
Message Types CONVERSATION_STATUS_CHANGE: 2, TOPIC_CHANGE: 1, EMAIL: 1, CONVERSATION_NOTE: 1
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:41:58 UTC | Status: OPEN
TOPIC CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:42:04 UTC
Added: pBWJnskWSaWmW9N0mYr-1w
AGENT NOTE | Agent (b_XA60eU...) | 2025-09-16 23:42:11 UTC
Interaction/ Reason For Engagement Summary- Issue/ Need: NPS Negative Survey Outreach Troubleshooting & Actions Taken: Sent email to the customer to attempt to address their issue/ concern. Offered them to reply or schedule a call Resources Used (provide details) (KB articles, Slack posts, internal tools, etc.): Outreach sheet Next Steps: None
STATUS CHANGE | Agent (b_XA60eU...) | 2025-09-16 23:42:34 UTC | Status: CLOSED

💬 Conversation: yZJKlOTFQDOsZpU71FkruA

Messages 4
Customers 1
Duration 2025-09-16 23:43:45 UTC to 2025-09-16 23:44:55 UTC
Message Types CHAT_MESSAGE: 4
Customer (KQjMd9cL...) | 2025-09-16 23:43:45 UTC | halocollar.com
what is the maximum fence area using halo 4
System/AI | 2025-09-16 23:44:06 UTC | halocollar.com
The maximum fence area you can set up with the Halo 4 system is up to 1,200 square miles. This extensive coverage allows for creating safe zones for your dog in various locations. Each fence can include up to 20 fence posts, and the system supports creating multiple fences depending on your membership level. For more details on setting up and managing fences, you can refer to the Halo app or our support resources. If you have further questions, feel free to ask!
Customer (KQjMd9cL...) | 2025-09-16 23:44:36 UTC | halocollar.com
wow. that's pretty big! thx
System/AI | 2025-09-16 23:44:55 UTC | halocollar.com
You're welcome! If you need help with anything else about your Halo Collar, just let us know. Enjoy creating a safe and spacious area for your furry friend!

💬 Conversation: HSXTy8whRoi_Z9qGfNd2EA

Messages 4
Customers 1
Duration 2025-09-16 23:44:09 UTC to 2025-09-16 23:44:16 UTC
Message Types TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:44:09 UTC
Added: XgG7bb7sStCdWy5Ryptnjw, 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 23:44:09 UTC
Live Team Notes Serial Numbers: 25h4264504rt FW: v.03.01.02 Issue/ Need: Cx received information from CET that collar needs to be replaced for no static Troubleshooting & Actions Taken: Initiated WR on behalf of cx Informed to allow 3-5 business days Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:44:16 UTC | Status: CLOSED

💬 Conversation: k6oXXAdLR1WInHP5afSywQ

Messages 3
Customers 1
Duration 2025-09-16 23:44:35 UTC to 2025-09-16 23:54:50 UTC
Message Types CHAT_MESSAGE: 3
Customer (PtDlmibj...) | 2025-09-16 23:44:35 UTC | halocollar.com
Collar warranty replacement
System/AI | 2025-09-16 23:45:22 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com
Customer (PtDlmibj...) | 2025-09-16 23:54:50 UTC | halocollar.com
How to confirm shipping information for replacement collar

💬 Conversation: _YBBphq_RO-ofcAQBHkGcg

Messages 10
Customers 1
Duration 2025-09-16 23:47:18 UTC to 2025-09-16 23:52:38 UTC
Message Types CHAT_MESSAGE: 6, TOPIC_CHANGE: 1, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
Customer (dYVymp0P...) | 2025-09-16 23:47:18 UTC | halocollar.com
Received a message that our collar has a critical error and needs to be replaced. I just needed to confirm the mailing address. I thought I did but didn’t get any kind of confirmation
System/AI | 2025-09-16 23:47:43 UTC | halocollar.com
Hi there! To confirm your mailing address for the collar replacement, please check your email, including spam or junk folders, for a confirmation message. This email is sent to the address linked to your Halo account. If you can't find it, please reach out to our live support team to resend the address confirmation email. Once confirmed, your replacement collar should ship within 3–5 business days. You can also track the order status anytime using your order number and email on the Order Status Dashboard.
Customer (dYVymp0P...) | 2025-09-16 23:49:05 UTC | halocollar.com
I received the email and the address is correct
System/AI | 2025-09-16 23:49:23 UTC | halocollar.com
That's great news! Your replacement collar will be on its way soon. It typically ships within 3–5 business days from confirmation. You'll receive a tracking number by email once it ships, so you can monitor its status. If you have any more questions or need further assistance, feel free to reach out. Enjoy peace of mind knowing your new collar is coming!
Customer (dYVymp0P...) | 2025-09-16 23:51:33 UTC | halocollar.com
can you see that it’s on the way, because I found the email to be difficult and frustrating. Not sure that it worked. We desperately need the collar asap
System/AI | 2025-09-16 23:51:49 UTC | halocollar.com
I understand how important this is for you! Unfortunately, I can't directly track orders. However, you can verify its status by visiting the Order Status Dashboard using your order number and email. If you still have concerns, please contact our live support team who can provide immediate assistance. Let me know if I can help with anything else!
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:52:29 UTC
Added: E_3WUdWpR2CLXta3n6vNgw
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 23:52:30 UTC
First and Last Name: Daniel Frederick Email: Frederickdk@yahoo.com Other contact info if possible: Sidekick Handoff (Y*N) If yes what was the handoff for? (Please assist customer via email) If NO- Send "Failed to connect"
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:52:38 UTC | Status: CLOSED

💬 Conversation: AbVNPAdVSemhj0rbBT3lIQ

Messages 2
Customers 1
Duration 2025-09-16 23:48:01 UTC to 2025-09-16 23:48:16 UTC
Message Types CHAT_MESSAGE: 2
Customer (4QefPu9t...) | 2025-09-16 23:48:01 UTC | halocollar.com
Why is my dogs collar whistling when no one hits the button in the app. This is destructive to the learning process. Also, he could be in the middle of the home and it be like he’s out ready to cross the boundary. Very very dissatisfied.
System/AI | 2025-09-16 23:48:16 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: Yxf1bIyGS-2fCMjVVoECBA

Messages 4
Customers 1
Duration 2025-09-16 23:48:48 UTC to 2025-09-16 23:49:56 UTC
Message Types CHAT_MESSAGE: 4
Customer (lfRaxsb9...) | 2025-09-16 23:48:48 UTC | halocollar.com
Is there a way to locate my collar if the battery dies?
System/AI | 2025-09-16 23:49:06 UTC | halocollar.com
Unfortunately, if the battery of your Halo Collar dies, locating it through the app is not possible. The collar relies on its battery to communicate its location. To prevent this, ensure the collar is charged nightly. If you need further assistance or have more questions, feel free to ask!
Customer (lfRaxsb9...) | 2025-09-16 23:49:39 UTC | halocollar.com
is there a way to locate the collar outside of the app if the collar dies?
System/AI | 2025-09-16 23:49:56 UTC | halocollar.com
Unfortunately, if the Halo Collar's battery dies, you won't be able to track it through the app or any other method, as it needs power to send location signals. To prevent this, it's a good idea to keep the collar charged daily. If you have more questions or need further assistance, feel free to let me know!

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Messages 1
Customers 1
Duration 2025-09-16 23:49:35 UTC to 2025-09-16 23:49:35 UTC
Message Types EMAIL: 1

💬 Conversation: 34TsnnAZSGOaX_rhkhiTtA

Messages 2
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Duration 2025-09-16 23:49:37 UTC to 2025-09-16 23:50:03 UTC
Message Types CHAT_MESSAGE: 2
Customer (Gi2cAEU4...) | 2025-09-16 23:49:37 UTC | halocollar.com
The vibrate and shock don’t work
System/AI | 2025-09-16 23:50:03 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: 94RkBjsDR2Cw6V2_3ChZOA

Messages 5
Customers 1
Duration 2025-09-16 23:50:29 UTC to 2025-09-16 23:50:46 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:50:29 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, zHerDDHSRyKoaFtPZdCcew
AGENT NOTE | Agent (1LZgqfXS...) | 2025-09-16 23:50:30 UTC
Live Team Notes Serial Numbers: 24h3175049rt FW: v.02.08.11 Issue/ Need: Cx received a malfunction detection for Thaddeuses collar and needs to be replaced Troubleshooting & Actions Taken: Cx warranty is expired, sending cx link with halo care and upgrade/replacement options Survey mentioned Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Portal Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:50:34 UTC
Added: 6jk7DobMRw2g1ATE6kOMjw
STATUS CHANGE | Agent (1LZgqfXS...) | 2025-09-16 23:50:46 UTC | Status: CLOSED

💬 Conversation: -w9jQQAkQiG1D8VMU0QFSA

Messages 5
Customers 1
Duration 2025-09-16 23:51:14 UTC to 2025-09-16 23:51:32 UTC
Message Types TOPIC_CHANGE: 2, CONVERSATION_NOTE: 1, EMAIL: 1, CONVERSATION_STATUS_CHANGE: 1
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:51:14 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ
AGENT NOTE | Agent (CgaCndIh...) | 2025-09-16 23:51:15 UTC
Live Team Notes Serial Numbers: 24h3500876rt - Lupo FW: v.02.08.11 Issue/ Need: Cancel Pack Membership Collar was returned to Amazon Troubleshooting & Actions Taken: Requested OTAC Cancelled pack plan Advised of refund taking 7-10 business days, and returning back to the original payment method Resources Used (provide details): (KB articles, Slack posts, internal docs.): Admin Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
TOPIC CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:51:30 UTC
Added: rxefklGaTXGCpjC7oGEfPg
STATUS CHANGE | Agent (CgaCndIh...) | 2025-09-16 23:51:32 UTC | Status: CLOSED

💬 Conversation: AoJpVM3SSIu3rqU7D5PNVA

Messages 1
Customers 1
Duration 2025-09-16 23:52:09 UTC to 2025-09-16 23:52:09 UTC
Message Types EMAIL: 1

💬 Conversation: 30XwQ8ZNTMGiaGkjl9xB3A

Messages 4
Customers 1
Duration 2025-09-16 23:52:24 UTC to 2025-09-16 23:54:01 UTC
Message Types CHAT_MESSAGE: 4
Customer (aWliT7w1...) | 2025-09-16 23:52:24 UTC | halocollar.com
my dog has the latest halo collar, its missing a screw and the collar is tethering in places since my dog plays rough. Do y'all offer any replacement parts on the collar yet he has the orange collar.
System/AI | 2025-09-16 23:53:08 UTC | halocollar.com
Hi there! Yes, we do offer replacement parts for the Halo Collar. If your collar is missing screws or clips, please contact our live support team to help you get the necessary parts. You can also check out our Online Store for more accessories and parts. Silver and Gold Pack members can enjoy discounts on accessory orders by logging into their Halo Account on the Halo Website. If you need any more help, feel free to reach out to our support team for personalized assistance.
Customer (aWliT7w1...) | 2025-09-16 23:53:38 UTC | halocollar.com
where do I find the live support team
System/AI | 2025-09-16 23:54:01 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: LuGiSshCRmeLZEEzGYOdHA

Messages 4
Customers 1
Duration 2025-09-16 23:53:12 UTC to 2025-09-16 23:56:08 UTC
Message Types CONVERSATION_NOTE: 2, EMAIL: 1, TOPIC_CHANGE: 1
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 23:53:12 UTC
Live Team Notes Serial Numbers: 24h3250428rt FW: v.02.08.11 Issue/ Need: Collar has zero battery life Troubleshooting & Actions Taken: Check Power Source Remove Case Test Charger & Cable Inspect Charging Port Asked to see if warranty could be extended as its only 45 days out, CS advised not Told CX no warranty Covered difference and price points on the Protection plan and care CX requested to speak with someone higher Resources Used (provide details): (KB articles, Slack posts, internal docs.): AP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.
AGENT NOTE | Agent (ne4kLbEh...) | 2025-09-16 23:55:27 UTC
Manager Request Notes Customer Information Serial Number: 24h3250428rt Firmware Version: v.02.08.11 Order Number: AW-740910 Why is this being escalated? (What happened?) CX is 45 days past warranty and been loayal Cx for 3+ years unsatisfied with this not being warrantied What is the customer requesting? Warranty collar What has already been done with the customer? (Previous steps taken?) Check Power Source Remove Case Test Charger & Cable Inspect Charging Port Asked to see if warranty could be extended as its only 45 days out, CS advised not Told CX no warranty Covered difference and price points on the Protection plan and care CX requested to speak with someone higher Is the customer requesting a call or email? (If phone, make sure to gather the preferred contact number) Preferred contact method? (Phone/Email) Phone Phone number: 3045463786 Email address: joshshriver@gmail.com Please do not promise a time frame for a response.
TOPIC CHANGE | Agent (ne4kLbEh...) | 2025-09-16 23:56:08 UTC
Added: 5PPl2RS4TSeSg5z-6z7TAQ, SMYZ9ncRSIyKFeGsLX1pew, fyFFNohUSm2oIvCfe9HM0A

💬 Conversation: fJR4dfVsSDSxd34tmY-ONA

Messages 4
Customers 1
Duration 2025-09-16 23:54:16 UTC to 2025-09-16 23:55:54 UTC
Message Types CHAT_MESSAGE: 4
Customer (q2bZfo3g...) | 2025-09-16 23:54:16 UTC | halocollar.com
why does my halo collar not flash lights anymore when charging?
System/AI | 2025-09-16 23:54:43 UTC | halocollar.com
If your Halo Collar isn't flashing lights when charging, it could be due to a few reasons. First, make sure the power source is working by testing the USB-C cable and charging block with another device. Check the collar's charging port for dirt or debris, and clean it gently with a Q-tip and rubbing alcohol. If no lights appear after trying these steps, perform a hard reset by holding the power button for 15 seconds while the collar is plugged in. If the issue persists, contact Halo live support for further assistance.
Customer (q2bZfo3g...) | 2025-09-16 23:55:21 UTC | halocollar.com
how do I contact halo live?
System/AI | 2025-09-16 23:55:54 UTC | halocollar.com
Hey there! You can reach Halo live support through the Halo Dog Park, which offers video chat assistance with a live agent. It's available 7 days a week from 9:00 AM to 8:00 PM EST. If you prefer, you can also call Halo support at (214) 238-9788. Phone support is available Monday to Friday from 8:00 AM to 6:00 PM EST, and Saturday to Sunday from 10:00 AM to 4:00 PM EST. For email support, just send a message to support@halocollar.com with your account email and a description of your issue for faster assistance.

💬 Conversation: O3MNdtdoRtmpIFCgDl3hyQ

Messages 2
Customers 1
Duration 2025-09-16 23:55:03 UTC to 2025-09-16 23:55:16 UTC
Message Types CHAT_MESSAGE: 2
Customer (S44AW0xg...) | 2025-09-16 23:55:03 UTC | halocollar.com
My collar is malfunctioning. The battery isn’t staying charged for more than a couple hours and it’s shocking my dog while in the house.
System/AI | 2025-09-16 23:55:16 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: m4rIqdu6TVSKvRQmpcAqpQ

Messages 1
Customers 1
Duration 2025-09-16 23:56:34 UTC to 2025-09-16 23:56:34 UTC
Message Types EMAIL: 1

💬 Conversation: DhuRjliyQO23cVB-CwAJKA

Messages 4
Customers 1
Duration 2025-09-16 23:57:47 UTC to 2025-09-16 23:58:55 UTC
Message Types CHAT_MESSAGE: 4
Customer (X3jxKGp4...) | 2025-09-16 23:57:47 UTC | halocollar.com
what does the freedom ratio on walk history mean
System/AI | 2025-09-16 23:58:16 UTC | halocollar.com
The Freedom Ratio in your Halo Collar's Walk History shows the percentage of time your dog spends outside the boundaries you've set. A higher ratio means more freedom and less time confined to set parameters. It's a great way to see how much roaming liberty your pet has during walks!
Customer (X3jxKGp4...) | 2025-09-16 23:58:42 UTC | halocollar.com
thanks
System/AI | 2025-09-16 23:58:55 UTC | halocollar.com
You're welcome! If you have any more questions about the Halo Collar or need further assistance, feel free to ask. Happy walking with your furry friend!

💬 Conversation: 8BEx2_BtQOWCjOlYmktONw

Messages 2
Customers 1
Duration 2025-09-16 23:58:10 UTC to 2025-09-16 23:59:01 UTC
Message Types CHAT_MESSAGE: 2
Customer (pRwmXWE1...) | 2025-09-16 23:58:10 UTC | halocollar.com
How do I go by getting a new collar cause it got chewed up and it’s not even a year old
System/AI | 2025-09-16 23:59:01 UTC | halocollar.com
Hey there! To replace your chewed-up Halo Collar, you can use our Halo Care or Halo Protection plans. These plans offer discounted or covered replacements depending on your coverage level. If you're enrolled in Halo Care, you can get a replacement collar at a reduced price. If you have Halo Protection, you can get a replacement at a cost based on your membership level. Visit the Halo website to manage your account and start the replacement process. If you need more help, our customer support team is here for you!

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Messages 2
Customers 1
Duration 2025-09-16 23:58:28 UTC to 2025-09-16 23:58:41 UTC
Message Types CHAT_MESSAGE: 2
Customer (XlQ9CvHZ...) | 2025-09-16 23:58:28 UTC | halocollar.com
Hi Mabel’s collar is saying she’s in emergency feedback when she’s in the house
System/AI | 2025-09-16 23:58:41 UTC | halocollar.com
Based on your question, we want to recommend that you reach out directly to our team. Highly suggested option is via your Halo App: Open the Halo App Tap Settings Tap Halo Dog Park Tap Halo Support Tap Join Session Allow any requested permissions Other ways to reach us: Join us via web: https://dogpark.halocollar.com Call us: (214) 712-2270 Email us: support@halocollar.com

💬 Conversation: bgjS2ImYQFiL3PXqTDLxEQ

Messages 1
Customers 1
Duration 2025-09-16 23:59:38 UTC to 2025-09-16 23:59:38 UTC
Message Types CONVERSATION_NOTE: 1
AGENT NOTE | Agent (37v57Mh0...) | 2025-09-16 23:59:38 UTC
Live Team Notes Serial Numbers: 23h3321104rt FW: v.02.08.11 Issue/ Need: cx advised that his collar is not holding a charge Troubleshooting & Actions Taken: Advised cx of the low battery life troubleshooting and advised him to reach back out if issue persists Resources Used (provide details): (KB articles, Slack posts, internal docs.): Tier 1 Troubleshooting Guide SOP Please complete all steps in the Tier 1 Troubleshooting Guide [https://docs.google.com/document/d/1S1mydtG6ZJVAzcehhZEOZgGIWAWUKDKI5rL0ASafGH4/edit?tab=t.0#heading=h.9e6r2wrw4yk] before escalating. Incomplete escalations will be returned for follow-up with the customer.